INBOUND BENCHMARK REPORT
Participating Contact Centres may order a comprehensive customised report detailing your individual performance in the audit criteria for Teleservices, Email and a combined overview under the banner of Multimedia.
This year, audio recordings of the calls made to your contact centre will also be available to purchase as an optional extra to the benchmarking report.
Benefits of the Report
Information gained from the CRM Contact Centre Awards Benchmark report will enable you to develop competitive advantage by:
- Identifying your strengths and weaknesses.
- Comparing your results to your industry sector and also New Zealand overall average scores
- Allowing you to better manage the Customer Service levels of your contact centre by providing you with benchmarking information on all call evaluation criteria.
- If applicable, enabling you to focus attention on those areas that are in real need of improvement.
Contents of the Report
Multimedia Overview
This contains your combined performance (80% of the telephone audit result and 20% of the email audit result) both in Teleservices and Email versus:
- The best performing company in your sector.
- Your industry sector average
- New Zealand overall average
Teleservices Overview
This contains your performance in each of the 20 calls versus:
- Your performance in 2020
- Your industry sector average
- New Zealand overall average
- Individual call breakdown i.e. date of call, CSR name and ranking of each evaluation criteria, along with relevant comments
- Importance/Performance matrix - identifying strengths and priority areas for improvement based on their importance to your organisation.
- Recommendations
Email Overview
This contains your performance in each of the 7 website enquiries versus:
- Your performance in 2020
- Your industry sector average
- New Zealand overall average
- Individual email breakdown i.e. date email sent, CSR name of respondent and ranking of each evaluation criteria, along with relevant comments.
- Importance/Performance matrix - identifying strengths and priority areas for improvement based on their importance to your organisation.
- Recommendations
To order a Customised Report of your Contact Centre's performance in the 2020 CRM Contact Centre Awards, please complete the following form, and submit. Reports cost just $2,175.00 plus GST. (Audio recordings of the calls made to your Contact Centre will also be available to purchase as an optional extra, for $395 + GST)
