NCOF Sneak Peak: Calling for Contact Center Research

It’s been said that you can’t improve something if you can’t measure it.

For example, most companies talk a good game when it comes to customer service. But among the respondents to the MULTICHANNEL MERCHANT/O&F 2006 Contact Center Benchmark Study, their contact centers are available on average for just 14.5 hours a day. A scant 20% said their contact center is available 24 hours a day.

Among the respondents, their contact centers handled an estimated median 137,500 inbound calls per year. Nearly one third (32%) handled fewer than 50,000 inbound calls per year, while 15% handled 1 million or more.

Among those who said they formally measure CSR performance, 95% do so by attendance, 91% measure accuracy, 86% measure call quality/monitoring, 67% measure call handle time, and 52% use customer satisfaction surveys.

How does your contact center stack up?

To that end MULTICHANNEL MERCHANT is presenting exclusive contact center research at the National Conference on Operations and Fulfillment (NCOF), April 10-12 in Disney’s Coronado Springs Resort in Orlando, FL. MULTICHANNEL MERCHANT/O+F managing editor Mark Del Franco will moderate “Contact Center Benchmarks: The Call of the Wild ” on Wed., April 12, at 9:40 a.m. Joining him will be Ron Eike, the director of operations for Omaha Steaks, Barry Wilson, the contact center manager for International Auto, and Elisa Lowry, vice president of operations for Venus Swimwear.

“The only conference for direct-to-consumer operations and fulfillment management,” NCOF is presented by MULTICHANNEL MERCHANT/O+F and the DMA. For information and to register, visit

And for more, in-depth contact center information and tactics, opt in to receive MULTICHANNEL MERCHANT/O+F’s new Contact Center Advisor e-newsletter. Click here for more info.

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