Call Centers, Benchmarking, Performance
Benchmarking vastly improves call center performance
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Benchmarking is a well-established tool for measuring and managing call center performance. Effective benchmarking enables you to quantify the performance of your call center, compare your call center to others in your industry, identify performance gaps, and define the actions necessary to close the gaps.
The power of benchmarking is that it enables a company's call center to save enormous amounts of time and energy by building upon the know-how of its peers, competitors and world-class companies. Call centers that are focused exclusively on their internal operations tend to make progress at an evolutionary pace. But benchmarking forces an organization to look externally -- at the competition. By studying the competition, and selectively adopting practices from the best-of-the-best, call centers that successfully employ benchmarking are able to improve their performance at a revolutionary pace.
In this article, MetricNet, a leading source of online benchmarks and a pioneer in call center benchmarking, provides a working definition of benchmarking, defines a proven methodology for achieving world-class performance through benchmarking, and discusses the key success factors for effective benchmarking.
Click here to see the full article
Source: Callcenter Magazine, International Customer Management Institute
By Jeff Rumburg and Eric Zbikowski
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