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BENCHMARKING AND DEFINITIONS WITHIN CONTACT CENTRES

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CONTENTS

Foreword

Acknowledgements

SECTION 1: 100 CALL CENTRE DEFINITIONS (A-Z)
Topics:
Glossary of the most common used terms in contact centres
Other sources for Contact Centre Definitions

SECTION 2: QUANTITATIVE BENCHMARKING
Topics:
Key quantitative measures including:
- Human resource benchmarks
- Technology benchmarks
- Telephone benchmarks
- Efficiency benchmarks
- Service benchmarks
- Cost benchmarks
- Sales benchmarks
Key considerations:
Quantitative benchmarking is a useful starting point to assess call centre standards and can be used to determine how a call centre is performing at the present time as well as looking towards aspirations for the future.

SECTION 3: QUALITATIVE BENCHMARKING
Topics:
Key qualitative measures including:
- Skills benchmarks
- Data benchmarks
- Process benchmarks
- Employee benchmarks
- Customer benchmarks
- Management benchmarks
Key considerations:
Benchmarking is an ongoing process and performance and best practices are constantly evolving. It is important for operations to continually update their benchmarking to take into account internal and external changes.

SECTION 4: AN ALTERNATIVE APPROACH TO BENCHMARKING
Topics:
Evaluating relevant performance
- Data Envelopment Analysis (DEA)
Understanding interaction to benchmark overall performance
- The importance of conversations
- Measuring skills
- Sampling: sizing and selecting
- Analysis: making sense of the data
Key Considerations:
Measuring and managing the quality of the customer experience delivered via contact centre conversations is not only possible but imperative to success. The emergence of robust and reliable research methods will allow you to regulate conversational quality and crate interactions that are both high in quality and differentiated in character.

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