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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
The Call Center Performance Index (TPI**) is a balance scorecard that combines
the Effectiveness Index and the Efficiency Index into one combined index of
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
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**.
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.
- Fall '08