The Ascent Group Completes Landmark Call Center Study of Improving Customer Service Performance
The Ascent Group, publisher of the Service Delivery Advantage, announces the availability of its latest research report—Call Center Strategies 2009.This detailed 250-page color report delivers the results of our latest benchmarking research on inbound customer care. The Ascent Group has been conducting multi-industry customer service performance improvement research since 1994.
MORE ON CALL CENTER | Contact Centers: A First Look | Angel.com Success Story - Lyris, Inc | Telephony World’s Call Center Buyer’s Guide
Call Center Strategies 2009 profiles inbound customer care operations and provides an analysis of call center strategies and approaches, including technology deployment drivers, performance measurement techniques, strategies for increasing self-service and reducing call volumes, measuring call quality, and driving customer service process improvement through first call resolution. This report also provides detailed results and analysis from the benchmarking survey itself and details “best practices” and successes achieved in improving call center performance and increasing customer satisfaction.
Our benchmarking analysis identified customer service “best performers”—companies providing the best customer care at the best cost—to explore why the best are the best. We asked these companies to share inbound call center operational strategies and experiences to identify the customer service practices that lead to higher productivity, better first call resolution, improved call quality, and increased employee retention.
Detailed company profiles examine current contact center strategies, lessons learned, challenges overcome, plans for the future, and the business practices that have led to the big “wins”. Analysis featured in the research includes:
• Call Center Benchmarking Comparisons by Industry
• First Call Resolution Measurement & Performance
• Training Practices for Customer Service Reps & Supervisors
• Monitoring and Improving Call Quality
• Integrated Voice Response (IVR) Self-Service Options
The report also describes more than 130 innovative and winning customer care practices that have helped companies reduce errors and repeat calls, improve call center performance, identify process improvements, develop employees, reduce turnover, and improve agent morale.
Call Center Strategies 2009 is available as a bound report, on CD-Rom, or electronically, as a downloadable pdf-formatted file. Orders may be placed securely on the Ascent Group’s web site, http://www.ascentgroup.com or by phone.
An executive summary of the research results can be obtained at the following web page http://www.ascentgroup.com/research/sum_ccs.html
Call Center Strategies 2009 is published by the Ascent Group, a management-consulting firm with extensive experience in customer service and call center performance improvement, benchmarking, best practice discovery and a leading publisher of customer service journals and reports.
The Ascent Group offers many opportunities for companies to participate in customer service benchmarking and best practice discovery through its online benchmarking services.