In 1998 Xerox Corporation, a US based technology and services company, began to benchmark its three US call centres, called Welcome Centres, which were the first point of contact for business and consumer customers before they received support. The centres handled an average of 35,000 calls and 1,000 on-line forms daily and internal surveys had showed customers were dissatisfied if they had to wait for more than 2 minutes before speaking to an agent. To improve call centre performance the compan...

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking
7.3.1 Respond to information requests

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