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 best practices in its call centres. The company balanced call quantity and call quality and reduced overall operational costs. The ...

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking

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