Two reports working as one
Centerserve is proud of the 2010 Benchmarks in Call
Center Operations Report's ability to update you on the 2007 Benchmarks in Call Center
Operations data. We will provide you the 2007
Benchmarks in Call Center Operations report with the
purchase of the 2010 Benchmarks in Call Center Operations
for $429
Centerserve 2010 Research Offerings
One report includes more
than you'd expect!
In the 2010 report you will find:
-
94 charts
and figures
-
132
companies
-
46 countries
-
13 industries
-
70 pages
|
Already
own the 2007 Benchmarks in Call Center Operations report?
Upgrade to the 2010 Benchmarks in Call Center Operations
report for only
$189.
Learn how to
upgrade to the 2010 report.
Additional Centerserve 2007 Research Offerings
How to be a Great Call Center Manager
and
Improving Call Center Business Processes.
Each section may be purchased individually or as a package.
Reports are delivered electronically within two business day in most
cases.
Participants
answered more than 200 questions to provide over 130
total pages of management insights. Topics include:
- top KPIs and performance by industry
- performance objectives and current
results
- improvement initiatives and changes with the greatest impacts
- key factors that motivate agents
- "must-do" and "must-not-do" items
for supervisors
- top quality monitoring programs
- cost data, including average wages from each region
A table of contents and a list of
figures for each report are in the links below:
2010 Operations
(see
full table of contents)
(includes the 2007 Operations report) |
-
Performance
objectives and results (KPIs)
-
Contact
volume and trends
-
Variable and
fixed costs
-
Costs per
contact medium
-
Budget
allocation
-
Employee
turnover
-
Customer
satisfaction
-
Management
practices
-
Motivations
and rewards
-
Quality
Monitoring
|
| 2007 Operations
(see full table of
contents)
(included with the 2010 Operations report) |
-
Performance
objectives and results (KPIs)
-
Past
improvement initiatives
-
Future
directions and improvements
-
Home-based/remote agents
-
Reporting
and analytics
-
Demographics
|
2007 Management
(see
full table of contents) |
-
Management practices: Supervisors/team
leaders
-
Management practices: CSRs/agents
-
Hiring
and recruiting
-
CSR/agent training
-
Motivation and incentive programs
-
Communication
-
Home-based/remote agents
-
Demographics
|
2007 Business
Processes
(see
full table of contents) |
-
Workforce management
-
Quality
monitoring
-
Process
improvement
-
Outsourcing
-
Demographics
|
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The study was sponsored and conducted by
Centerserve and the Call Center Learning Center. |
|
2010
Benchmarks in Call Center Operations
also includes the
2007 Benchmarks in Call Center Operations report
- $429
Download the 2007 table of contents and
the 2010 table of
contents
2010 Upgrade
your 2007 Benchmarks in Call Center
Operations report with the 2010 data-
$189. Click
here to upgrade.
2007
How to be a Great
Call Center Manager
- $399
Download the table of contents
2007
Improving Call
Center Business
Processes
- $349
Download the table of contents
To place an order or for more information, call 970-669-6554
or Email Us.
The purpose of these reports is to:
Enable call center managers and
analysts to discover the most effective management practices, based
on leading benchmarking research.
Identify operational and
technological changes that can have the
greatest impact on customer
satisfaction and call center effectiveness.
Share the most current performance
objectives and results for call centers by industry.
|
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help?