Sento Corporation, a US provider of integrated, multi-channel customer support solutions, employed 750 agents in its call centres which handled about 10 million calls per annum. In 2003, the company set out to become more competitive, customer centred, and achieve Centre of Excellence certification. An investment was made in a benchmarking project aimed at attaining…

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.

OR
X
X