Contact Center Benchmarking Research Reveals Top Investment Initiatives
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Contact Center Benchmarking Study Finds Organizations Preparing for Economic Recovery by Implementing Automated Interaction Recording, Quality Monitoring and Analytics Technologies to Streamline Operations.
VPI (Voice Print International, VPI-corp), the premier global provider of interaction recording and analytics, contact center quality management, and workforce optimization solutions, announced the availability of the findings from the 2009 Agent Performance Management (APM) contact center benchmarking research. Conducted by leading research firm Ventana Research and sponsored by VPI, this contact center benchmarking study is the first quantitative research to assess the maturity and direction of the emerging discipline for managing contact center agents and the extended workforce responsible for handling a business's customer interactions. Backed by extensive feedback from 365 contact centers, the contact center benchmarking report offers significant insights into how companies are improving performance by focusing on their contact center agents, who largely shape the customer experience. The contact center benchmarking research findings include analyses of processes deployed and technologies used to make the agent workforce more effective. Contact center benchmarks also include the information and metrics used to monitor and assess agent performance.
"Companies interact with customers many thousands of times a day, in many forms including a large number of calls to contact centers,” Said Richard Snow, vice president and research director at Ventana Research who led the research and heads the company's Customer and Contact Center Performance Management research practice. “In today's economic environment it is important that agents handle each of these calls in a way that leaves the customer feeling he or she has had a good experience, as well as producing a beneficial business outcome. But this research shows that too many organizations are striving after cost efficiencies rather than ensuring agents deliver an effective experience that will enhance customer satisfaction."
Patrick Botz, corporate vice president of marketing at VPI stated that VPI was deeply gratified to partner with Ventana Research to launch the innovative contact center benchmarking research on contact center agent performance management. “The results of this contact center benchmarking research demonstrate that, in order to survive the current economic downturn and prepare for the imminent upswing, today’s forward-thinking companies are positioning themselves for rapid improvements in customer satisfaction and operational efficiency by planning investments in more intelligent, automated interaction recording and contact center workforce optimization software tools.”
Key recommendations include:
• Improve customer interaction-handling by thinking more strategically. Focus on automating the agent quality monitoring process, using analytics tools to improve the agent assessment process, and utilizing more outcome-focused key performance metrics.
• Make better use of available technology and applications. Follow the example of innovative companies and deploy unified communications, smarter call routing to best-skilled and highest-performing agents, call audio and desktop screen recording and analytics, agent coaching, and the latest contact center-specific performance management tools.
• Reassess key performance metrics. Explore supplementing basic measures such as number of calls handled, average length of calls and percent of calls placed on hold with more outcome- and business-related measures.
For a free copy of the summary of the contact center benchmarking report findings and recommendations for improvement, visit VPI-corp.
About the Research Methodology:
A total of 365 responses are included in the formal contact center benchmarking research results conducted in 2009 and had representation from across the world. Respondents represent a varied sampling of contact center sizes and industries including Service Providers, Financial Services, Manufacturing, Telecommunications and Government.
For more information, visit VPI-corp.
About the Author
VPI (Voice Print International) is the premier global provider of interaction recording and analytics, contact center quality management and workforce optimization solutions. For more information, visit www.VPI-corp.com.
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