Sponsored by CallTalk, reports on the practices of survey respondents in handling after-call documentation of calls, tools available to augment after-call work, tracking & reporting, the use of incentives and training to improve agent efficiency in documenting calls, and individual responses from survey participants to the question “Do you consider your present ACWT per Agent to be an issue of concern to your center”.
Price: $199.00

Sponsored by CallTalk, reports on the use of desktop dashboards in contact centers, including updating frequency, and metrics shown on management and agent dashboards
Price: $199.00

Sponsored by BenchmarkPortal delves into the practices of inbound call centers engaged in sales, including licensing, location of agents (in-house, at-home, and outsources), performance metrics for tracking sales, up-selling/cross-selling, customer churn rate, and staffing models used.
Price: $199.00

Sponsored by CallTalk, explores how contact centers surveyed measure FCR, methods employed to improve FCR, and reports respondent averages for FCR and Caller Satisfaction.
Price: $199.00

Sponsored by CallTalk, addresses the use and importance of social networking in the call center workplace, including use of social network sites to learn about industry best practices, listing of social network sites by percentage of participant usage, sources other than social network sites referred to for information and education, and frequency of usage.
Price: $199.00

Sponsored by CallTalk, this survey explores average response time for emails, capturing email customer satisfaction, key performance indicators for measuring email handling efficiency, methods used to service email traffic, use of virtual agents, lead capturing, and email upselling.
Price: $199.00

Sponsored by CallTalk, a service of BenchmarkPortal LLC. Average Speed of Answer - or Service Level, is the oldest and most venerable of metrics for call center managers. This One-Minute survey sought to find out how today's call center manager views Average Speed of Answer (ASA). The very robust response rate (433 respondents) indicates there remains a high level of interest in this metric.

ASA has a direct relationship to customer satisfaction. It is, in fact, an inversely leading indicator of customer satisfaction. Generally speaking, as ASA goes up, customer satisfaction goes down. However, a very good ASA does not guarantee improved customer satisfaction.

The threshold upon which ASA begins to impact customer satisfaction differs by industry but is rarely higher than 60 to 120 seconds. Beyond that point, customers grow impatient of waiting and begin to abandon their call attempts.

Among other interesting findings of this survey, we analyzed the survey responses to produce a breakdown of ASA by industry. We also include responses to the question “My biggest question or issue about ASA is…” in the Detailed Survey Responses section, Appendix D.
Price: $199.00

Sponsored by Parus Interactive, this survey examines the use of voice-enabled and touch-tone IVR technology, including the support by the IVR of functions such as call routing, transaction processing, quotation delivery, account status & billing inquiries, order status, product availability, store location/hours, automated Fax-back, and other call types. The survey also addresses percentage of IVR opt-outs, percentage of self-service calls completed in the IVR, and abandon rate within the IVR. Additionally, the report presents the annualized cost per call handled by touch-tone IVR, voice enabled IVR, and agent handled calls for two-year spans from 2000 to 2008.
Price: $199.00