Benchmarking Made Easy - CallTalk Caramels

Benchmarking is a tool best used for optimizing the performance of the contact center. Through its use, managers can pinpoint areas of opportunity for improvement, and support those initiatives that will result in the best ROI for the center and organization. Benchmarking answers the question, “How good is good enough?” and it allows managers to stay competitive within their industry and against industry peers. Benchmarking also provides a solid foundation for business proposals aimed at senior management for improvement initiatives. Click the following link to continue reading this article: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/benchmarking-made-easy

First Call Resolution - It’s Not Only a Quality Metric

I consider First Call Resolution (FCR) the “magic metric” for call centers, because it has impact on both quality and costs.  

Most managers concentrate on the quality side of FCR, and for good reason.  Our statistical studies show that FCR correlates with customer satisfaction.  It is very easy to understand, intuitively, why customers are happier when they can resolve their issue with their first call.  

Often ignored, however, is the impact on contact center economics.  Relatively few managers do the math to understand how improving their FCR can help the bottom line, and help them justify needed investments. While an in-depth analysis of a particular center requires considerable customization, the following is a short primer for inbound customer service/tech support centers that will help you to begin wrapping your mind around this issue.

First, calculate your average cost per call.  As an initial cut, simply take your entire budget (include all direct costs) and divide by the number of calls taken; let’s say the cost is $8.00 per call.

Benchmark your FCR against that of your industry.  If your FCR is 65% and your industry’s average is 75%, then you know your window of opportunity for improvement is, at least, 10%, to be on par with the average for your industry.  

Next, determine how many calls, on average, are needed to resolve issues that are not resolved on that first call.  Our studies show that 1.5 is a reasonable estimate.  

Pulling things together, here is a sample situation:

Click here to continue reading this article....http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/contact-center-economics-101-first-call-resolution-i

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Call Center Campus Week
Las Vegas, NV at Planet Hollywood
November 10-14, 2014

SYMPOSIUM
November 13-14, 2014
Visit The Symposium Webpage  »
Guest Speakers
Learning Sessions
“Hot Topic” Roundtable Discussions
Welcome & Networking Reception
Awards Ceremony
Networking Breakfasts
Lodging is Included

PRE-SYMPOSIUM WORKSHOPS
Complimentary Access to 2-Day Symposium
Complimentary Access to Welcome & Networking Reception
Networking Breakfasts
Lodging is Included

Coaching For Performance Workshop
NEW OFFERING! Nov. 11-12, 2014

Management Workshop
Nov. 10-12, 2014

Quality Assurance Workshop
Nov. 11-12, 2014

Workforce Management Workshop
Nov. 11-12, 2014

http://www.benchmarkportal.com/call-center-campus

MetLife’s U.S. Service Delivery Center Achieves Its Third Certification as a BenchmarkPortal Center of Excellence

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the MetLife U.S. Service Delivery Center by awarding it Certification as a Center of Excellence for the third year. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

April 23, 2014 - The MetLife U.S. Service Delivery Center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”  
The Center, based in Johnstown, PA, employs approximately 120 people and fields calls from MetLife employees across the U.S. who need assistance with HR-related transactions involving benefits, payroll, onboarding, and corporate licensing and registration.
“The certification reflects our commitment to excellence and validates our standing as a leading example of an organization that delivers a world-class customer service experience,” said Tina Honkus, Vice President of MetLife’s Service Delivery Center.

To Continue Reading This News Article Click the Link Below:
http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/metlife-us-service-delivery-center-achieves-center-of-excellence

Is The Net Promoter Score The One Number You Need to Know?

Join host BenchmarkPortal CEO Bruce Belfiore and guest host Dr. Frederick Van Bennekom, Principal at Great Brook Consulting, as they discuss Net Promoter Score, or NPS. A lot has been written about NPS, and some companies have embraced it as the holy grail of quality measurement. But what is the research relationship between NPS and customer loyalty? Can we scientifically identify those customers who are very likely to return and that are likely to provide positive "word of mouth?"

Click here to continue reading and to listen to this show: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/5/4/net-promoter-score-one-number-you-need-know

Compensation Strategies For Agents and Supervisors

Typically, 60-70% of a contact center’s budget is focused on labor costs. Thus, many organizations seek to offer the lowest compensation packages possible when hiring agents. However, understanding compensation is important because it’s one of the glues that hold people to the center and, when properly calibrated, allows managers to build stable, effective teams of people. Research by BenchmarkPortal revealed the following insights to this important area of discussion:

To continue reading this article please click here: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/compensation-strategies-agents-and-supervisors

BenchmarkPortal Announces The 2014 Top 100 Call Centers Contest Winners

BenchmarkPortal ranks the top call center operations in North America based on operational metrics.

BenchmarkPortal, a leading call center consulting services group, recently announced the winners of its 2014 Top 100 Call Center Contest.  Participants submitted performance data on key operating metrics. The three winners in each of three categories had the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal's expert formula, using the world’s largest database of call center metrics.

 

The highest ranking centers in the large center (250+ agents) category are:  

1. GE Capital Retail Bank (first place)
2. Florida Power and Light Company (second place)
3. Affinion Group (third place)

The highest ranking centers in the Medium-size center (100 to 249 agents) category are:

1. EyeMed - Convergys KY (first place)
2. Ria Financial Service (second place)
3. Xerox E-ZPass NY Service Center (third place)

The highest ranking centers in the Small-size center winners (5 to 99 agents) category are:

1. Maximus New York Physician Profile (first place)
2. Mayo Medical Laboratories (second place)
3. NOVA Community College (third place)

Click here to read more about the results...

FARO Customer Service Team Earns Recognition from BenchmarkPortal

"This certification attests to the fact that call center leaders have successfully balanced efficiency and effectiveness in their operations," said Bruce Belfiore, CEO of Benchmark Portal. "By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important consumer products sector."

To achieve certification as a Center of Excellence, a company must undergo a rigorous bench marking process. The process compares the organization's operational metrics to those of its peers. Using the world's largest database of contact center metrics, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.

"We are proud of our customer service team's diligence and their dedication to excellence," said Kathleen J. Hall, FARO Technologies Senior Vice President and Managing Director Americas. "The Center of Excellence certification award serves as confirmation that our employees continue to provide outstanding service and support to our customers across the Americas. Customer satisfaction, which relates to customer loyalty and business growth, is the goal," Hall adds.

Key performance indicators such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction, and utilization of human resources are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior.

http://www.benchmarkportal.com/call-center-certification/certified-call-centers-excellence/faro

How to Minimize After Call Work Time

After call work time (ACWT) is a component of call handle time that deserves managerial attention. It usually involves completing the customer record before taking the next call. This is normally done via electronic systems, but may, in some centers, include paper-based documentation and fax transactions.  BenchmarkPortal research shows that the majority of centers use customer relation management systems (CRMS) for call documentation during and after the call. These systems often include automated call record keeping and pre-formatted text – allowing agents to copy and paste call records, or use hot-keys and codes to assist in the documentation of caller interactions. CRMS offer one of the highest ROIs for contact center investments. Regardless of approach used, controlling ACWT remains a vexing issue for many call center managers.

Click here to continue reading this article: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/how-minimize-after-call-work-time

Check out this video interview that took place at 5th Global Contact Forum


"If your agents are feeling connected on a call by call basis with the people they are talking to because they have been properly selected, trained and motivated they will enjoy their jobs more and be more productive." - Bruce Belfiore.

Cars.com Customer Care Team Achieves Certification as a Center of Excellence

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the Cars.com Customer Care Team by awarding it Certification as a Center of Excellence. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

April 01, 2014 - The Cars.com Customer Care Team has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization.
“Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”  

To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process that compares the organization’s operational metrics to those of its peers using the world's largest database of contact center data. During this process, BenchmarkPortal experts audit and verify key performance metrics from the contact center applying for certification.

“We continually seek out opportunities to improve our performance and better serve our customers, and we’re honored to achieve this certification,” said Bob Gallagher, Cars.com Chief Financial Officer. “This recognition is not only the result of strategic planning on the part of our operations leadership team, but also a testament to the amazing work of our frontline representatives.”

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