Contact Information: Media Contact: Alan Hubbard Aberdeen Harte-Hanks (617) 854-5301 Alan.hubbard@aberdeen.com
What Are Best-in-Class Call Centers Doing Differently?
94 Percent of Best-in-Class Companies Increased Customer Satisfaction
| Source: Aberdeen Group, a Harte-Hanks Company
BOSTON, MA -- (MARKET WIRE) -- February 13, 2007 -- Findings from a new report by Aberdeen, a
Harte-Hanks Company (NYSE : HHS ), answer the challenging questions call
centers around the world want to know: "Is your contact center improving
customer satisfaction?" "What can you do to improve your revenue per agent
in the call center?" "What improvements have companies that have
implemented a multi-channel call center strategy seen?"
Aberdeen Group recently conducted a survey to answer these questions, and
the results were very surprising. Over 59 percent of best-in-class
companies have seen an improvement in first call closure rate, a key metric
tracked by most call centers, after implementing a multi-channel call
center agent strategy.
The benchmark report "The Multi-Channel Call Center Agent: Myth or Reality"
provides a deep dive into what best-in-class companies are doing
differently that allows them to get better results than other companies in
implementing a multi-channel agent strategy. The research also shows that
revenue-per-agent metrics for best-in-class companies are nearly twice that
of average and laggard companies. In addition, 37 percent of best-in-class
companies have seen a greater than 25 percent improvement in customer
satisfaction after implementing a multi-channel agent strategy.
"A multi-channel call center provides new opportunities for firms not only
to enhance the customer experience but also to improve their bottom line.
Increasing customer satisfaction opens up the interaction for more
revenue-generating opportunities," says Alan Hubbard, Senior Vice President
of the Sales and Marketing practice at Aberdeen. "Ninety-four percent of
the
best-in class companies increased their customer satisfaction indices
compared to 76 percent of the average companies and 24 percent of the
laggards. The best-in-class companies were able to maintain and improve
their customer satisfaction indices while moving to a new business
process."
The research, underwritten by Aspect Software, Astute Solutions and
Syntellect, shows readers those factors, which contribute to the success of
multi-channel call center agents. It also provides the results that
companies have seen across key metrics, after implementing a multi-channel
call center agent strategy, and compares these companies against those who
have not persued a similar strategy.
To download a complimentary copy of the report for a limited time, please
visit:
http://www.aberdeen.com/link/sponsor.asp?cid=3864
About Aberdeen Group, a Harte-Hanks Company
Aberdeen is a leading provider of fact-based research and market
intelligence that delivers demonstrable results. Having benchmarked more
than 30,000 companies in the past two years, Aberdeen is uniquely
positioned to educate users to action: driving market awareness, creating
demand, enabling sales, and delivering meaningful return-on-investment
analysis. As the trusted advisor to the global technology markets,
corporations turn to Aberdeen for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information -- Opportunity -- Insight -- Engagement --
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen http://www.aberdeen.com or call (617) 723-7890, or to learn more
about Harte-Hanks, call (800) 456-9748 or go to http://www.harte-hanks.com.