Call Centre Performance Measurement and Benchmarking

Call centre performance benchmarks: how do you measure up?

Are you measuring and benchmarking the right Call centre performance metrics for your business? Do you know how you compare to other operations?

Imagine if you could take time out of your day to day activities to engage in a strategic review of call centre performance measurement approaches.  A call centre benchmark against other operations plus our recommendation will help you determine your most effective improvement opportunities.

Genroe provides the opportunity to do this through our comprehensive Call Centre Performance Measurement and Call Centre Benchmark program.

Our Performance Measurement Assessments and Call Centre Benchmark programs are designed with three main stages: Review, Assess and Recommend.

Review

• Comprehensive review of operational data, systems, human capital, processes and skills.

Assess

Using the Genroe 9 Sector Call Centre Benchmark tool

• Identify gaps and opportunities in the operations
• Benchmark call centre operations against best practice to identify opportunities.
• Systems and process changes that would enable stronger operating results.
• Skills and human capital advances that would ensure stronger outcomes.

Recommend

• Provide recommendations that are most appropriate to adopt to move your environment towards best practice outcomes and stronger results.
• Call Centre Benchmarks of current state vs best practice standards in 9 key business areas.
• Practical solutions and strategies to help you to optimise your operations and deliver results that will drive stronger ROI values to your organisation.

Testimonial

"The Cellarmasters Group engaged Genroe to do a review and audit of our contact centre including best practice benchmarking. The mandate that we gave them was to come up with a set of quantified "Quick Wins" and more material initiatives that we could implement across our outbound and inbound contact centres with short pay back periods to drive the bottom line growth of our business.

I am pleased to report that we were impressed by both the level of detail that Genroe went into and the thoroughness of their investigations and also the prioritised set of initiatives that they came up with. The challenge we now have is implementing those recommendations and again Genroe have given us practical assistance to start off the process in the form of workshops to explain their recommendations.

We have also now engaged Genroe to assist us with scoping the business requirements and project manage the larger initiatives to ensure that they do get delivered."

Guy Brent, Chief Financial Officer, The Cellarmasters Group

"We first began working with Genroe to streamline and refine our Net Promoter Score program. We had long lead times to make any changes internally to our survey design that proved difficult when we were still in the process of learning, we needed to be able to make changes as we learned more and wanted to implement new ideas. I can not promote Genroe enough, they have gone above and beyond in helping us and have delivered a flexibility to our program that really suits out needs.

I’m pleased to say we are now running smoothly with our Net Promoter Score program and are continually developing retention initiatives.

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! I would not hesitate to recommend Genroe to anyone. Genroe is always available to discuss new ideas and always considers which alternative would suit us best.”  Renee Farnham Customer and Market Insights Manager nib Health Funds

Renee Farnham
Customer and Market Insights Manager
nib Health Funds