Posted by Ted Hopton on February 5, 2008
Introducing a new measure of call center performance: ICMI’s Global Service Index Report offers insights into customers’ perceptions of the call center service experience across sectors and countries.
Developed and executed by OmniTouch International, an ICMI Global Partner headquartered in Singapore, the Global Service Index Report will focus on a different industry sector each quarter. Upcoming sectors include the mobile industry, consumer electronics and hospitality. The results can be used to identify country, regional and global trends on an ongoing basis, and to document individual company performance standards within each selected country.
There’s a wealth of contact center management data and analysis in the report, so it’s certainly worth taking a look for yourself. Here’s an excerpt from the findings:
So how well did the banking contact centers in the GSI study carry out the agent performance standards? Of the 40 banks included in the study, the top-performer was in India. That country also ranked the highest for overall performance, followed by Australia and the United States (see Figure 2).
Figure 2. Overall Agent Performance by Country
call center management
This entry was posted on February 5, 2008 at 1:12 pm and is filed under Benchmarking, Call Center Management, Call Centers, Customer Sat, Customer Service, ICMI, ICMI Publications, ICMI's CMI, Research, Statistics.
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