June 27, 2006 at 07:00 AM EDT
Optimizing Call Center Productivity and Performance for Increased Profitability

CHAPEL HILL, N.C., June 27 /PRNewswire/ -- Companies in virtually every industry have heeded the wisdom of bottom-line cost savings available through centralization of customer support services. Moreover, many savvy companies are unearthing organic growth prospects within their call centers by leveraging customer service opportunities into new product and services sales. Accordingly, leading companies are expanding their call center business objectives and shifting focus to include the revenue generating potential of these service-oriented centers.

A new study, Customer Service Call Center Organizational Structures (available online at: http://www3.best-in-class.com/dr237.htm), conducted by Best Practices, LLC, a leading benchmarking and consulting firm, reveals significant insights into the current call center environment. For example, 39% of the benchmark class rate revenue generation as a "very important" business objective. In addition, only 37% of respondents report outsourcing their call center functions. For those rejecting the outsourcing option, "a fear of losing control of customer relationships" was the top reason given by 44% of respondents. The study explores numerous other issues on the forefront of call center managers' and executives' minds, including:

     - Identification of key customer satisfaction drivers
     - Utilization of customer service level differentiation
     - Application of workforce management tools
     - Channels supported by call center staff

The robust benchmark class of 62 companies, representing a broad spectrum of industries, provides valuable call center average productivity and performance targets. Every call center manager and executive will find these benchmark metrics highly relevant and informative for comparing how they measure up to others in the industry. Furthermore, the data have been segmented by FTEs and industry type to allow for more meaningful interpretation and application of the research findings. A complimentary excerpt of this research can be viewed at: http://www3.best-in-class.com/dr237.htm.

ABOUT BEST PRACTICES, LLC

Best Practices, LLC, is a benchmarking research firm that conducts work based on the simple yet profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies. For over 12 years, our highly credentialed research staff has conducted primary research across every functional corporate area on every business challenge imaginable. Visit our website at http://www3.best-in-class.com.

Source: Best Practices, LLC

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