Call Center Benchmarking

Deciding If Good is Good Enough

By: Jon Anton, David Gustin

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Paperback | 29 July 2000 | Edition Number 3

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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.

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Non-Fiction Business & Management Sales & Marketing Customer Services Management & Management Techniques Quality Assurance QA & Total Quality Management TQM Management of Specific Areas Sales & Marketing Management Production of Quality Control Management Industry & Industrial Studies Media, Entertainment, Information & Communication Industries Postal & Telecommunications Industry

Office & Workplace Office Systems & Equipment Accounting & Finance Finance Banking

Foreword	p. vii
Introduction	p. 1
Benchmarking Defined	p. 3
Areas to Benchmark in Your Call Center	p. 11
Benchmarking Your Call Center	p. 41
Interpreting Call Center Benchmark Data	p. 57
Conclusions	p. 71
Call Center Benchmark Studies	p. 73
References	p. 75
Index	p. 77
About the Authors	p. 81
Table of Contents provided by Syndetics. All Rights Reserved.

Call Center Benchmarking

Deciding If Good is Good Enough

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How to return your order

Defective items

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