Cover image for Call center benchmarking : how good is "good enough?"
Title:
Call center benchmarking : how good is "good enough?"
Author:
Anton, Jon.
Personal Author:
Publication Information:
West Lafayette, Ind. : Ichor Business Books, [2000]

©2000
Physical Description:
viii, 84 pages : illustrations ; 23 cm.
Language:
English
Added Author:
ISBN:
9781557532152
Format :
Book

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HG1616.C29 A57 2000 Adult Non-Fiction Non-Fiction Area
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Summary

Summary

Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class. This book describes in practical terms the ins and outs of benchmarking.


Author Notes

Jon Anton is with the Department of Consumer Sciences at Purdue University and a researcher in Purdue's Center for Customer-Driven Quality.


Table of Contents

Forewordp. vii
1 Introductionp. 1
2 Benchmarking Definedp. 3
3 Areas to Benchmark in Your Call Centerp. 11
4 Benchmarking Your Call Centerp. 41
5 Interpreting Call Center Benchmark Datap. 57
6 Conclusionsp. 71
Appendix Call Center Benchmark Studiesp. 73
Referencesp. 75
Indexp. 77
About the Authorsp. 81