OPINION
Top Tips For Benchmarking Call Handling Teams, by James L. Tanner
James Tanner is CEO of Communications Department Ltd, contact handling specialists that help organisations of all sizes to reduce cost inefficiency and improve call handling across the UK and Europe.
He believes that benchmarking only works when it’s supported by senior management who are open to change and improvement. Simply following aprocess for benchmarking contact centre activities and output alone will not drive the ultimate goal of benchmarking, best practice improvement. Those contact centres that gain support and are enthusiastic about continuous improvement and change, will have the most to gain from benchmarking.
Tanner advises companies to: -
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He points out that every organisation will have its own unique targets driven by different business objectives, such as profit maximisation, customer satisfaction and loyalty or productivity gains. “Ask what is the root cause of most queries and consider ways to reduce contact levels by applying self service". For further details on this subject contact James Tanner on tel: 020 8127 8302, jtanner@communications-department.co.uk, www.communications-department.co.uk
James Tanner is the Managing Director of Communications Department Ltd, a call centre consultancy based in the UK. Communications Department helps organisations maximise the efficiency of call handling teams across Europe to become leaders in their industry.
For more details on how to improve call centre performance click here »