Call Center Benchmarking,9781557532152

Call Center Benchmarking

by ; ;
ISBN13: 9781557532152
ISBN10: 155753215X
Format: Paperback
Pub. Date: 2000-06-15
Publisher(s): Purdue Univ Pr
List Price: $19.95

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Summary

Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class. This book describes in practical terms the "ins and outs" of benchmarking.

Author Biography

David Gustin is the director for Global Business Intelligence's research programs.

Table of Contents

Foreword vii
Introduction
1(2)
Benchmarking Defined
3(8)
Areas to Benchmark in Your Call Center
11(30)
Benchmarking Your Call Center
41(16)
Interpreting Call Center Benchmark Data
57(14)
Conclusions
71(2)
Appendix: Call Center Benchmark Studies 73(2)
References 75(2)
Index 77(4)
About the Authors 81

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