Contact Centre Benchmarking
Call Centre Benchmarking is the first step in defining a strategic development plan for your contact centre operation(s)
- Where are you now and how do you compare to best practice?
- What improvement opportunities will give you the best return?
- How can you track the impact of these developments on your KPI performance?
There are a number of reference points that we use:
- Contact Centre excellence – as judges for the European Contact Centre Awards - we really do know what good looks like
- Access to market data e.g. Contact Babel UK survey of industry trends
- Quartile Analysis - Assess spread of agent performance against selected KPIs – to identify what it will take to ‘make the rest as good as the best’
Through our Customer Innovations consultancy led approach, benchmarking starts with an operational discovery audit using a combination of Mystery Shopping to understand Customer Experience; an Operational Healthcheck at key sites; Desk based research involving questionnaires and Management Information Systems data capture and analysis; plus stakeholder interviews to understand the culture and context of organisation.
Armed with this insight we can identify potential improvement initiatives – via workshops with your Contact Centre Managers – to understand the impact each initiative will have on specific KPIs. From this the implementation impact can be determined and an implementation plan agreed via workshops with your project stakeholders.
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