Call/service centre benchmarking

The American Society for Quality Control (ASQ) uses an annual Baldrige analysis of customer service performance and comparative benchmarking to further its continuous improvement programme. To be the best it could be the ASQ customer service centre set numerous quality and service targets, including: Having sufficient phone capacity available 7 am to 6 pm, Monday to Friday; Having a system that enabled the person who answered the phone to respond to the customer's needs; Having the product on ha...

BPIR Categories

14.2.2 Benchmark performance measures with noncompetitors
7.3.1 Respond to information requests