Contact Center Benchmarking Results Available
in New Research by the Ascent Group
Aligning internal goals with the customer experience
March 25, 2010 11:19 AM Eastern Daylight Time
ATHENS, Ga.--(EON: Enhanced Online News)--The Ascent Group completed its fourth annual call center
benchmarking study to better understand how companies are managing inbound customer care. More than 40
companies participated in the research that examined how companies are marshaling contact center resources to
improve the customer experience. Results from this study are available in Call Center Strategies 2010.
In addition to providing industry-level analysis and benchmark comparisons, the report highlights panel participants in
a case study format, sharing current practices, lessons learned, challenges overcome, plans for the future, and
business practices that have led to improved performance. The report also examines contact center technologies in
place within these companies, provides an analysis of strategies and approaches, including first call resolution, call
center technologies, reward and recognition, contact quality monitoring, and contact center performance.
An executive summary of the research results can be obtained at the following link
http://www.ascentgroup.com/sda/ccs.html. Top practices identified by the study include:
l Using performance results, including First Call Resolution, to drive continual improvement.
l Committing the resources to consistently monitor contact quality and provide feedback to employees.
l Actively rewarding and praising employees for superior performance.
l Using behavioral-based screening to select the best employees.
l Training and equipping employees to do the job right the first time.
Benchmarking study results are available in a printed format, on CD-Rom, and online (downloadable pdfs) at
Call Center Strategies 2010 is published by the Ascent Group, a management-consulting firm with extensive
experience in customer service