THE BENCHMARKING RESEARCH REPORTS

The benchmarking reports and operational road-map explained Every participant in the Top 50 Call Centres for Customer Service will receive a detailed report comprising of two key elements:
 

1. The Benchmarking Research Reports

The 2009 benchmarking reports will help organisations to see how they compare with other contact centres both within their sector and across the best in the industry. This will enable them to gain a better understanding about what drives customer satisfaction across the board and how their contact centre performs against others in the industry.
 

Based on the responses received from the mystery shoppers, the reports will cover several areas (as outlined in the table below), such as:
 

• Measuring specific elements of the customer interaction deemed as important by customers such as timeliness, ease of use, reliability, staff knowledge and personalised service
   
• How satisfied the customer is with the interaction and their likelihood to repurchase and to recommend you to others and how to improve it
   
• How well you met their expectation of your brand
   
• How well your other contact channels work both independently and how well they are joined up
   
• Finding out how well you preformed against those in your sector and the best in the industry
   
• Understanding how well you preformed with existing and potential customers and where the differences lie
• How well your services performed during peak and off peak hours
   

2. The Road-Map: Operational Recommendations

The questions answered by our large mystery shopping sample are drawn from best practice contact centre research around the world and scientifically demonstrated to distinguish between high and low contact centre performance.
 

Using advanced statistical techniques, we will analyse these mystery shopper responses to provide you with the following operational recommendations for the performance of your contact centre:
 

• Identifying those service areas in your contact centre which if improved would have the greatest impact on improving purchase/repurchase propensity, advocacy, and customer satisfaction
   
• Providing a quantified contribution of the impact your call centre operations has on customers’ brand perception across multiple service channels
   
• Recommendations for improving your multi-channel customer offering
   
• Information enabling you to build business cases for investments in customer service improvement
• A list of best contact-centre practices