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Pc 1 Benchmarking Approach

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The slide pack defines how Protocall One can help our clients to benchmark their own contact centre performance

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How we help clients benchmark their Contact Centre Performance June 2010
Role for benchmarking ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Methodology 1. Current State Assessment 2. Benchmarking 3. Identification of potential improvements Quick Wins 4. Implementation Programme and Review Benchmarking is an integral part of a wider programme of change involving Strategy + Solutions
1. Current State Assessment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
2. Benchmarking ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Potential Current Gap
3. Future State Potential ,[object Object],[object Object],[object Object],[object Object],Value Implementation High Low Easy Difficult x x x x x
4. Monitoring Implementation programme ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Pc 1 Benchmarking Approach

  • 1. How we help clients benchmark their Contact Centre Performance June 2010
  • 2.
  • 3. Methodology 1. Current State Assessment 2. Benchmarking 3. Identification of potential improvements Quick Wins 4. Implementation Programme and Review Benchmarking is an integral part of a wider programme of change involving Strategy + Solutions
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Editor's Notes

  1. The slide pack defines how Protocall One can help our clients to benchmark their own performance
  2. Benchmarking is relevant to understand the gap between what is being achieved now and what could be achieved by delivering excellence – which as judges for the European Contact Centre Awards – we really do understand