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Outbound Calling Benchmark Report

Participating Contact Centres may order a comprehensive customised report detailing your individual performance in the audit criteria for your specific sector i.e. Business to Business or Business to Consumer Outbound Calling.

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 specific sector i.e. Business to Business or Business to Consumer and also overall New Zealand outbound calling average scores
  • Allowing you to better manage the Customer experience 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

This contains your performance in each of the calls versus:

  • Your performance in last year's Awards (if participated)
  • Specific sector averages i.e. Business to Business or Business to Consumer
  • New Zealand outbound calling overall averages
  • Individual call breakdown i.e. 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

To order a Customised Report of your Contact Centre's performance in the 2017 CRM Contact Centre Outbound Awards, please complete the following form, and submit. Reports cost just $1,850.00 plus GST.


 

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