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The case study focuses on a bank call center handling

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Unformatted text preview: R), for the purpose of this case study, shall be that team of professionals in the call center that recruits, screens, trains, and monitors the agents. Performance Benchmarking is a structured, analytical method of comparing the performance of two or more call centers in order to determine best practice goals and to ensure competitive CRM functionality leading to market dominance. The Efficiency Index is a combination of performance metrics that are related to productivity. Examples would be average talk time, average after call work time, calls per agent per shift, and the like. Copyright © 109 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report The Effectiveness Index is a combination of performance metrics that are related to quality. Examples would be caller satisfaction, calls handled on the first call, and the like. More on the calculations of this important index can be found at <www.BenchmarkPortal.com>. The Call Center Performance Index (TPI**) is a balance scorecard that combines the Effectiveness Index and the Efficiency Index into one combined index of performance. Best Practices are the acceptable levels of performance that come about by benchmarking the best performers in any particular group. In the benchmarking methodology developed by the author, the peer group call centers are first ranked by TPI**. The best practice metrics for that peer group are determined by averaging the performance metrics of the top 25% of the peer group. To get the best practices for an industry segment, for instance, banks, first rank all bank call centers by TPI**, then select the top 25%, then average their metrics to determine the best practices for the banking industry segment. e-CRM is best defined by considering three distinctly different customer needs, as follows: Operational e-CRM is the seamless accessibility through all communication channels (also sometimes referred to as customer “touch-points”) by the customer to mission-critical information related to the purchase, use, servicing, and repurchase of a company’s products or services. Analytical e-CRM is the monitoring and analysis of each e-interaction, through any channel or touch-point that a customer has with the company, whether this is by telephone, email, or through a Web site visit. Collaborative e-CRM is the customization and personalization of all future customer e-interaction based on what was learned from all previous interactions. A Peer Group, for the purposes of this benchmarking case study, shall be any group of call centers that has a similar profile to the call center being benchmarked. Example of profile delimiters are as follows: industry segment (i.e., banking/financial services), inbound versus outbound calls, annual call volumes, number of agents, type of calls handled, and many more. The Peer Group Best as used in reports in this case study is the top 25% of a peer group based on TPI**. An Actionabl...
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