Enterprise Performance Transformation, SG&A Performance Transformation, SG&A cost Reduction, IT Cost Reduction, IT Spend Reduction, HR Cost Reduction, HR Spend Reduction, Supply Chain Optimization, Contact Center Optimization, Outsourcing, Insourcing, Benchmarking, Performance Metrics, Key Performance Indicators, Transformation Maturity Audit, Sourcing Governance, Benchmarking with APQC, Domian Decomposition with AQPC PCF, Benchmarking with APQC OSBC Research, Senable Technologies, Enterprise Transformation Maturity Model, Transformation Maturity Framework, Performance Optimization Framework, Performance Calibration Framework, Executive boot-camps, Hexagon Series Research, Process Calibration, Performance Acceleration, Process Baselining, Business Process Outsourcing, Global Outsourcing
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| Benchmarking: Contact Center Processes |
The Customer Contact Center processes benchmarked cover over 20 measures, associated with:
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Developing Customer Care / Customer Service Strategy
Managing Customer Service
Performing After-sales Installations and Repairs
Measuring and Evaluating Customer Satisfaction
Managing Customer Service Workforce
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What You Cannot Measure, You Cannot Transform
Your Contact Center is a vital ‘touch point’ of your business and it requires you to have a ‘holistic’ view, involving agents in the center, the enabling technology, and the business processes. Our Contact Center benchmarking service focuses on precisely the Key Performance Indicators (KPI’s) and Metrics that can point to how your Contact Center processes stack up against the best-in-class and to viable transformation options.
The benchmark traverses through the following stages:
| Discovery |
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Organizing qualitative data for the in-scope process
Organizing quantitative data for the in-scope process
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| Analysis |
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Normalizing data gathered during Discovery stage
Comparing normalized data with industry performance data
in the global database
Organizing insights re. staff productivity, process efficiency, cost effectiveness and cycle-time
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| Reporting |
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Detailing benchmark results with insight into 20th and 80th percentile data, the median and your own percentile ranking
Identifying key contributors to the current strengths and weaknesses of the process
Recommending actions to close gaps |
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Contact Andy Pulianda, Managing Principal, at 469-450-6900 for more information. |
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