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Benchmark2013 nps survey

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Despite annual growth rate of 4.5 %, contact center remains undervalued and retains negative connotation, with a Net Promotor Score of -60 %. Survey with 408 SME respondents, show that

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Benchmark2013 nps survey

  1. 1. BELGI ANCONTACT CENTERBENCHMARKNet Promot or Score – Survey Hi ghl i ght s
  2. 2. Net Pr omot or Scor e – 60 %› Gener al – Net Pr omot or Scor e – 60 %– 408 r espondent s (SME)– CCPr esence 10,7 %– Out sour ced 42 %– “new” CCi dent i f i ed 41Count of Index Column LabelsRow Labels Dutch / Nederlands French / Français Grand Total0 27,70% 32,82% 29,34%1 3,24% 3,05% 3,18%2 6,12% 2,29% 4,89%3 2,88% 8,40% 4,65%4 3,60% 6,11% 4,40%5 17,63% 19,08% 18,09%6 6,83% 6,11% 6,60%7 10,79% 5,34% 9,05%8 8,27% 6,11% 7,58%9 4,32% 3,05% 3,91%10 8,63% 7,63% 8,31%Grand Total 100,00% 100,00% 100,00%NPS -55,04% -67,18% -58,92%
  3. 3. St eer i ng Commi t t ee - Sponsor s(C)CALL COMMUNICATIONS & MASS - STRICTLYCONFIDENTIAL3Gener al Assembl y - Suppor t er s

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