Call Centre Research and Help Desk Performance Measurement

We also offer powerful Call Centre Research services designed to assess the performance of Organisations' call centre operations, both in the UK and across Europe.

A fundamental aspect of Customer Service assessment is the role of the call centre or help desk function. Evaluating the performance of the call centre function is vital in its own right, for delivering and improving successful Customer Management. Benchmark offers bespoke research programmes designed to measure the customer experience of the Call Centre, both through original research among customers to measure their perceptions of the call centre, or through bespoke mystery shopping exercises.

Our Call Centre performance surveys allow organisations to:

• Understand drivers of customer satisfaction
• Provide performance metrics on key Call Centre evaluation criteria
• Model 'what if' scenarios to quantify satisfaction improvements
• Pass on 'hot sheets' of customers requiring immediate feedback
• Measure the overall performance of the Call Centre function

Download the introductory technical briefing on Call Centre performance research

Email us for more information, or to discuss your needs in more detail.

The Help Desk Satisfaction Performance Benchmarking Group

For this reason, Benchmark Research is launching a low-cost solution - a cross-sector help desk satisfaction, performance benchmarking group.

Organisations participating in the group will see just where they should invest their resources to end up with happier, more loyal customers - increased profits through better customer retention.

The Help Desk Satisfaction Performance Benchmarking Group will comprise several organisations operating help desks and call centres in business-to-business and business-to-consumer markets. They will combine their resources, through Benchmark Research, using common standards and a common methodology, sharing the cost.

The programme will set a benchmark of help desk performance; it will enable group members to compare themselves with industry standards, it will establish a dynamic profile of customer loyalty levels and, it will track performance over time.

All this can be achieved for as little as £550 per month. For more information about the Performance Benchmarking Group, download the brochure.

Case Studies.