250 contact centers share best practices in operations, management and business processes - how does your center compare?  Learn what is working, what is not working and what changes others are making to improve the performance of their contact centers.

This year's reports contain data from our most comprehensive benchmarking study to date.  Results are divided into three distinct reports: Benchmarks in Call Center Operations, 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 one business day, many times within the hour.

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

The latest editions of Centerserve's Call Center Best Practices Benchmarking Reports present comprehensive findings from four studies over the past eight years. The reports detail what is working (and what is not working) and what contact centers are doing differently in management, operations and processes. The reports provide quick, actionable steps for call center managers seeking to increase revenues, reduce costs and improve service quality.

Participants from over 50 countries and a variety of industries (including electronics and communications, health care, financial services, utilities, insurance, consumer goods, banking, government, education, manufacturing, services and hospitality) contributed to the study. The results of the study are presented in three benchmarking reports: Best Practices in Operations, Best Practices in Management and Best Practices in Business Processes.  A consolidated table of contents for each report can be seen below.

Key report findings:

• The top attributes of a great supervisor

• Critical factors to look for when hiring CSRs

• Complete and updated quality monitoring scorecards

• Most common business reasons for outsourcing

• Key improvements that resulted in increased employee satisfaction

The study was sponsored and conducted by Centerserve and the Call Center Learning Center and co-sponsored by Strategic Contact.

Benchmarks in Call Center Operations - $429
Table of contents  

How to be a Great Call Center Manager - $399
Table of contents  

Improving Call Center Business Processes - $349
Table of contents  

Participant list

Download a PDF brochure

To place an order or for more information, call 970-669-6554 or Email Us.

Sample participant list:

24 Hour Fitness
ABN AMRO
Alliance Data
AOL
BMW Financial Services
Canada Post
Chase
GE Healthcare
GlaxoSmithKline
IBM
IKEA
Morgan Stanley
Patterson Dental
RadioShack
Saint Luke's Health System
State of Florida
The Dow Chemical Company
Travelers Financial Corp.
United Airlines
Washington State
Western Union/FDI