This document discusses how to benchmark contact center performance. It outlines a 4 step methodology: 1) Conduct a current state assessment through mystery shopping, operational reviews, and data analysis. 2) Benchmark key performance indicators against best practices and targets. 3) Identify potential improvements through workshops. 4) Implement improvements, monitor changes, and track impact on key performance indicators. The goal is to define a strategic development plan by understanding the current state and comparing performance to benchmarks.
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Protocall One Benchmarking Approach
1. How we help clients benchmark their Contact Centre Performance June 2010
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3. Methodology 1. Current State Assessment 2. Benchmarking 3. Identification of potential improvements Quick Wins 4. Implementation Programme and Review Benchmarking is an integral part of a wider programme of change involving Strategy + Solutions
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Editor's Notes
The slide pack defines how Protocall One can help our clients to benchmark their own performance
Benchmarking is relevant to understand the gap between what is being achieved now and what could be achieved by delivering excellence – which as judges for the European Contact Centre Awards – we really do understand
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