Overview
The new 2007 Call Center Best Practices Benchmarking
Reports from Centerserve provide 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.
This year's reports
contain data from our most comprehensive benchmarking study to
date. The results of the study are presented in
three benchmarking 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.
Jump to sections:
Demographics
The following graphs provide data on
the demographic profile of 2007 study participants. Managers
reported a variety of countries, industries and functions.
Each of the three 2007 reports provide detailed demographic
information accompanied by graphic representation.
Region
Participants reported call center
locations in 51 countries, divided into 8 regions as shown in Figure
1. The United States comprised 44% of participants,
down from 52% in the 2004 study. Indian call centers made up
8% of the 2007 participants.
Figure 1 - Regions represented
Industry
The 250 participants were divided into 14 industries
from banking to education. Telecommunications was the largest
industry, with 17.2% of participants. The 2004 report
contained data from 10 industries, the new industries included in
the 2007 report were telecommunication, manufacturing,
hospitality/travel and education.
Figure 2 - Industry type
Function
Participants were asked to select the primary functions
performed by their call centers. Figure 3 below shows
the distribution of functions by percent. Customer
service was by far the most common category, with over 62%
reporting this as their primary function. Almost
one-quarter said that sales was an important function of
their center.
Figure 3 - Call center function
(Note: Participants were allowed to select more than one)
Full tables of
contents
The chart below provides complete
tables of contents for each of the three reports. The 2007
reports are extensive and each cover distinct areas of call center
management. The reports provide detailed data you can use to
improve your call center performance, reduce turnover and develop
agents that will advance your organization.
|
Benchmarks in Call Center Operations |
How
to be a Great Call Center Manager |
Improving Call Center
Business Processes |
|
Study overview
-
Study objective
-
Demographic
highlights
Call center operations model
Performance objectives and results
-
Top KPIs
-
Performance goals
and current performance
-
Customer
satisfaction questions
-
Top employee
satisfaction questions
Past improvement
initiatives
-
Largest changes
made over the past 2 years
-
Overall ranking of
improvement initiatives
-
Changes with the
greatest positive impact on customers
-
Changes with the
greatest positive impact on cost savings
-
Changes with the
greatest positive impact on employees
-
Changes with the
greatest positive impact on revenue
Future directions and improvements
-
Short-term changes
planned
-
Long-term changes
planned
-
Challenges
-
Opportunities for
improvement
-
Business drivers
motivating changes
-
IT collaboration
-
Factors influencing
IT collaboration
-
Steps to optimize
IT relationships
-
Best-in-class call
centers
Home-based/remote agents
-
Home-based agents
-
Criteria for
home-based agents
-
Business reasons
for home-based agents
-
Specific function
handling
-
Future plans for
home-based agents
-
Keys to success for
home-based agents
-
Challenges with
home-based agents
Reporting and analytics
-
Methods for
communicating performance data
-
Most productive
presentation of measurement
-
Celebrations for
performance objective achievement
-
Challenges with
performance reporting
-
Keys to successful
reporting
-
Dashboard use
-
Dedicated reporting
resources
-
Who analyzes report
data
Demographics
-
Number of sites
-
Number of employees
-
Hours of operation
-
Contact volume
-
Volume change
-
Single or
multi-site
Order the
Benchmarks in Call Center
Operations Report
- $429 |
Study overview
-
Study objective
-
Demographic
highlights
Call center operations model
Management practices:
Supervisors/team leaders
-
Attributes of a
great supervisor
-
Evaluating
supervisor
performance
-
Model of supervisor
roles
-
Ways for
supervisors to improve
-
Supervisor
development model
-
New supervisor
training
New supervisor
training methods
-
How supervisors
spend their time
-
Obstacles to
supervisor time
-
“Must-do” items for
supervisors
-
“Must-not-do” items
for supervisors
Management practices: CSRs/agents
-
Attributes of great
call center agents
-
Top three measures
for evaluating
agents
-
Building agent
competencies
-
Improving agent
productivity
-
Improving customer
service
quality
-
Managing poor
performers
-
“Must-do” items for
driving agent behavior
-
“Must-not-do” items
for driving agent behavior
-
Retention
strategies
Hiring and recruiting
-
Top qualities to
look for when hiring supervisors
-
Supervisor talent
pool
-
Top qualities to
look for when hiring agents
-
Most effective
recruitment screenings
-
Keys to a
successful hiring program
-
Challenges in
hiring and recruiting
CSR/Agent training
-
Training methods
for new agents
-
Agent training
areas
-
Agent classroom
training time
-
Agent on-the-phone
training time
-
Training time
changes
-
Drivers for change
in training time
-
Ongoing training
for existing agents
-
Ongoing training
time
-
Months to become
fully-functioning CSR
-
Training program
changes planned over the next 12 to 18 months
-
Developing
multi-media agents
Motivation and incentive
programs
-
Keys to success for
motivating agents
-
Biggest challenges
to motivation
-
CSR incentive
programs
-
Top incentive
programs
-
Incentive
effectiveness
-
Incentive funding
-
Other ways to
motivate agents
Communication
Home-based/remote agents
-
Home-based agents
-
Criteria for
home-based agents
-
Business reasons
for home-based agents
-
Specific function
handling
-
Future plans for
home-based agents
-
Keys to success for
home-based agents
-
Challenges with
home-based agents
Demographics
-
Number of sites
-
Number of employees
-
Hours of operation
-
Contact volume
-
Volume change
-
Single or multi-site
Order the
How to be a Great Call Center
Manager
Report - $399
|
Study overview
-
Study objective
-
Demographic
highlights
Call center operations model
Workforce management
-
Workforce
management challenges
-
Improving adherence
level
-
Real-time adherence
-
Shrinkage
-
Steps to reduce
absenteeism
-
Setting scheduling
priority
-
Schedule changes
-
Employee types
-
Forecasting
-
Forecasting
accuracy
-
Forecasting
regularity
Quality monitoring
-
Monitoring methods
-
Who monitors calls
-
Type of scale for monitoring
-
Categories used to
evaluate CSRs when monitoring calls
-
Quality monitoring
scorecard
-
Sample CSR quality
monitoring scorecard – phone contact
-
Sample CSR quality
monitoring scorecard – email contact
-
Number of contacts
monitored
-
Uses for quality
monitoring results
-
Methods for
providing feedback
-
Who provides
feedback
-
Timing of feedback
-
Steps to improve
feedback process
-
Future quality
monitoring changes
Process improvement
-
Process improvement
program
-
Keys to process
improvement
-
Process improvement
challenges
-
Process improvement
resources
Outsourcing
-
Call outsourcing
-
Reasons for
outsourcing
-
Outsourced location
-
Types of contacts
outsourced
-
Percent of contacts
outsourced
-
Criteria for
outsourcing partners
-
Other outsourced
functions
-
Lessons learned
from outsourcing
-
Future outsourcing
plans
Demographics
-
Number of sites
-
Number of employees
-
Hours of operation
-
Contact volume
-
Volume change
-
Single or
multi-site
Order the
Improving Call Center Business
Processes Report
- $349 |
Participant
list
250 call center managers from 51 countries around the world
participated in the latest benchmarking study. Participants
spanned a wide variety of industries and service areas. The
following lists displays the organization names as provided by
participants, some organizations are not shown per the specific
request of the participant.
24 Hour Fitness
ABN AMRO
ACC
ACS
Advanced Contact Center
Co.,Ltd
Advocare, Inc.
AIS
Alliance Data
AlliedBarton Security
Al Rajhi Bank
Alt-Source
Communications
American Call Center
Americana
Anz International Inc
AOL
Ashland Inc.
Avidyn Health
Aviva 247
Azure Training and
Development
Banco Industrial
BCBSM
BearingPoint
Bell Canada
Bellsouth
Telecommunications
Berco Express
Bethpage
Federal Credit Union
BI
Birch Point
Promotional Products/TK Cups
Black & Decker HHI
Group
Blanchard Valley Hospital
BMW Financial
Services
Brady Corporation
Brown Shoe Company
BusinessLNX
BuyItNowUS.com
Cable & Wireless
Jamaica
Canada Post
CAPTA
CariZMa FZ LLC
Carlisle Syntec Incorporated
CARNIVAL UK
Carpenter Technology Corporation
Catalina
Marketing
Caterpillar Inc.
Celtel Nigeria
Center for Creative Leadership
CEZ
Chase
Children's Hospital
CHOICE (BPO)
Choice Hotels
Scandinavia
Choice Pvt. Ltd.
CIC Banque CIAL
Citect Corporation
Citizens Banking Corporation
City of Regina
City University
Clearview
Federal Credit Union
Clover SA
CompBenefits
Computer Sciences Corporation
Computershare
Connect
Consumers Energy
Convergys India
Services Ltd
Cooperative Union of Baguio City
Corel Corporation
CPIT
CSX
Cubic
Cunniks
Investments Limited
CWIBenefits, Inc.
Cynthia
Currie & Associates
Deloitte
Department of
Health South Australia
Derivco
Diageo Kft
Diggers Hotline, Inc
EastLink
Econet Wireless
EDS |
Eldis, Inc.
Emergis Inc
EnfoTrust Networks
Engemet Co.
Epacific Global USA
eSOON Communications
International Corp.
ExZeed Company Limited
Franklin Templeton Investments
FSNB
Fuster-Fabra Formación
Garanti Bank
GE Healthcare
GE Money Servicing
GlaxoSmithKline
Global Bilgi A.S.
GN4FN
GodrejUpstream Ltd
Goldi Service (Bahgat Group)
Guardian Life Insurance Co. of America
HANARO
TELECOM
Health Adminstration Center
Heraldos
Hillsborough County
Hospice of Palm Beach County
HP Philippines
HTC
HTMT Ltd
Hutchisson
Essar
IBM
IKEA
ImplementIT Sa Pty Ltd
IncentOne
INDOSAT
ING México
Instituto
Mexicano de Telemarketing
INTRUST Bank
IVY
Comptech
Kankei Relationship Marketing Services
Pvt Ltd
KeanWorldzen
KJ Kingsbury Inc
KNBT
Lanier Worldwide
LFCU
Link2Support, Inc.
LMIT-GS
Marketron
MD Management Ltd
Meadows
Credit Union
MEG
Mesiniaga Berhad
Midco
Call Center
Midcontinent Communications
Misys
Mobiltel AD/ Mobilkom Austria Group
Morgan
Stanley
MPS Call Center
MYM&M'S
Nair
Consulting Group
Nations Trust Bank - American
Express
NexInnovations Inc.
Niram Gitan Group
Northeast Delta Dental
NTT WEST
NYU Medical
Center
NZ Government
Ohio Department of
Taxation
OhioBureau of Workers' Compensation
Old Republic Home Protection
Oman Insurance
Company PSC
Oxizen Softech
Palomar Medical
Center
Paltel
Patriot Media
Patterson
Dental
PCCW
Peak Vista Community Health Center
Pearson Government Solutions
PeopleSupport Costa
Rica SRL
PeopleSupport Philippines, Inc.
|
Peppers and Rogers Group
PerceptIS
Performance Leasing
Performark
Popular Mortgage
Principal
Financial Group
Promyx Solutions
PT Astra International Tbk -
AstraWorld
PT NATRINDO TELEPON SELULER
PT. Infomedia
Nusantara
RadioShack
Regions Financial
Corporation
Reliance
Rewards Network Inc
RH ASESORES
Ride Connection
Rogers
Communications Inc
Ronco Communications
RSVP Communication Services
Inc.
RT Outsourcing Services Ltd.
Sains Sdn.
Bhd.
Saint Luke's Health System
Saint Luke's
Northland Hospital
Sales Connexions Ltd
SARS
SAZ Marketing Services GmbH
SEI CCS LLC
Seil
Sereniti Inc
Servicios Liverpool, SA de CV
SGS
Ireland Ltd
Simcoe Muskoka District Health Unit
SML Consulting
SMO SABIC
Solid Cactus
SouthernLINC Wireless
State of Florida
Steel
Strips Group
Stelfox
Stellar Links
Sterling
Stracon
Suffolk FCU
Sunex Enterprises
Sunterra
SuperShuttle
Suria Business Solution
Sykes
Sykes Asia, Inc.
Synergy Business
Management
TACA Airlines
TCS
Telerx
Teletech
Telhio Credit Union
The Dow Chemical
Company
Trakker Middle East
Transformaciones
Estrategicas
Travelers Financial Corp.
Union
Energy LP
United Airlines
University of Twente
UnumProvident
US Offtrack
USi
VF Imagewear
VIP Research, Inc.
Visual Icon Presence, Inc.
Vmobile Nigeria
VODACOM TANZANIA LIMITED
Vodacom Tanzania Ltd.
Washington State
Waste
Management of NH/ME
Webster Bank
Wellpoint,
Inc
Western Union/FDI
Wolters Kluwer Financial
Services |
