Hi,
I have just joined ccv as I have been tasked with finding out what the industry standards are for callcentre measurements and also if there are any surveys done on the average cost per £ revenue/per call etc.. So far I have only heard about the Merchants Benchmarking reports. Is there anything else F.O.C?

Thanks
Satvinder

The quest for elusive call center standards appears to be the most discussed topic in Web forums like this one. Unfortunately, there are no “industry standards”, nor should there be any. Each business must define its own performance metrics based on the product it sells and supports, its customers needs and expectations, and its overall business strategy.

There are commonly used metrics to gauge and manage the performance of the call center, but which ones to use, the actual performance figures and their relative importance must be defined in a business context.

The following articles shed some light on the question of how to select performance indicators:

http://www.diagnosticstrategies.com/benchamrking.htm
http://www.diagnosticstrategies.com/abandonment.htm
http://www.diagnosticstrategies.com/SL_elasticity.htm
http://www.diagnosticstrategies.com/traffic_modeling.htm

I’d be happy to answer specific questions about the process of identifying performance measures and setting appropriate performance targets.

Hello Satvinder,

I have just recently completed a benchmarking exercise for a major financial institution in South Africa. The majority of benchmarking reports are available at a cost and per functional area (ie IT Benchmarking, Operational Benchmarking,etc). Popular resources used are the Merchants Benchmark Report, The Purdue University Report and other materials obtained from Forrester and Gartner Group.

Although Benchmark reports shouldn't depict how your operation must run it does act as a guideline for ensuring best practice standards, and acts as a useful tool to identify trends in the industry. Although there are no complete industry comparison reports, with enough effort and research you will be able to find industry specific resources.

Feel free to contact me should you require more info.

Regards
Christopher Mills