2010 PRE AUDIT/CUSTOMER SERVICE BENCHMARK REPORT
Phone Calls
- Individual call analysis
- Your performance in the Customer Service Audit benchmarked against:
- Performance in the 2009 CRM Contact Centre Awards (previous participants)
- NZ Industry Average in the 2009 CRM Contact Centre Awards (new participants)
- Best in Industry for the 2009 CRM Contact Centre Awards
- Importance/Performance Matrix identifying strengths and weaknesses of your Contact Centre
- Recommendations
Web/Email Responses
- Individual email analysis
- Your performance in the Customer Service Audit benchmarked against:
- Performance in the 2009 CRM Contact Centre Awards (previous participants)
- NZ Industry Average in the 2009 CRM Contact Centre Awards (new participants)
- Best in Industry for the 2009 CRM Contact Centre Awards
- Importance/Performance Matrix identifying strengths and weaknesses of your Contact Centre
- Recommendations
Multimedia Results
- Combined performance in both Phone & Web/Email benchmarked against:
- Performance in the 2009 CRM Contact Centre Awards (previous participants)
- NZ Industry Average in the 2009 CRM Contact Centre Awards (new participants)
- Best in Industry for the 2009 CRM Contact Centre Awards
- Best in New Zealand for the 2009 CRM Contact Centre Awards
COST
Option A - $1295.00 + GST
10 mystery shopping phone calls and 3 mystery shopping emails
Option B - $1950.00 + GST
20 mystery shopping phone calls and 7 mystery shopping emails
Option C - $3650.00 + GST
40 mystery shopping phone calls and 7 mystery shopping emails. For Contact Centres, which have dual sites the Report will include the aforementioned findings together with individual and benchmarking results for each site (20 calls to each Contact Centre site).
All the above Reports will include the provision of call audio recordings (wave format) and hard copies of email responses
