Benchmarking Network, Inc - Business Process Best Practices

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This service is provided by The Benchmarking Network, Inc., an international resource for business process research and metrics. We lead studies with over 140,000 process leaders in over 65 countries. We provide benchmarking training and research to individual companies, professional and trade associations, and industry and process based groups. Since 1992, our over 300 benchmarking studies have spanned virtually all processes and industries to identify measures and collect data.

Contact Center Operations Best Practices

The Benchmarking Network and the International Contact Center Benchmarking Consortium (ICCBC) announced they have successfully kicked off a new study in the area of Contact Center Operations Best Practices. Now is the time to join the current sponsors and become involved in setting the focus and direction of the study. This is a "best practices" study that will include site visits to top performing companies. The study will focus on such areas as:

  • Call Center 
    • Inbound/Outbound o Physical characteristics of call center
    • Cost of staffing
    • Employee retention
    • Monitoring o Coaching time
    • Supervisor/staff ratios
    • Hiring criteria
    • Compensation measures
    • Career progression measures
    • Training times
    • Available time
    • Time per call
    • Peak management measures
    • Resolution rate
    • Meetings (quantity and length)
  • Call Centers
    • Inbound
    • Queue management (time, etc.)
    • Staffing and skill measures
    • Multi-product sales
    • Segmenting calls
    • Document imaging (quantity/cost)
    • Customer satisfaction
    • Toll lines used
    • Expected service level measures
    • One-stop service
    • Call reduction
    • Call back rates
  • Technologies Used to Support Call Center Operations
  • Cell Center Performance Measures
    • Key metrics
    • Time to answer
    • Abandon rate
    • Length of tree
  • Loss rates
    • Time tolerances
    • % of work off-line/time off-line

If you would like to receive additional information on how to include your company into this upcoming study contact the ICCBC Director via phone at 281-440-5044, or contact us directly via our Information Request Form. Its quick and easy, and we'll get in contact with you fast.