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Process Methodology
Our contact center process methodology was developed to provide operational efficiency, continuous process improvement capabilities, effective monitoring and reporting, and comparative benchmarking. We use a unique blend of offshore execution and operations management combined with domestic operational oversight to deliver high quality contact center services to our clients. The following elements are central to our contact center process methodology:
Quality Management:
Our experience as an IT services provider has given us a unique understanding of the importance of implementing a quality management system dedicated to operational efficiency and continuous process improvement. We have taken advantage of our experience with internationally recognized quality standards (e.g., ISO 9000) to develop a quality management system which ensures that our contact center services keep pace with changing technology and industry performance standards.
Performance Measurement and Reporting:
Our experience in delivering IT services has also provided us with insight into the importance of measuring performance, analyzing performance against established standards, and using this analysis as input into a continuous process improvement methodology. Our on-site managers are responsible for preparing daily and weekly performance reports and analysis of our performance against industry benchmarking standards. Our senior management uses these reports to provide you with regular performance updates.
Performance Benchmarking
In order to assure you that
ISPL's contact center outsourcing services will meet your needs, we are committed to exceeding industry performance benchmarks established for domestically operated contact centers.
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Note:
ISPL's Performance
Standards are estimates
only. We make every
effort to perform to the
indicated level or
better.
Performance
Benchmarks for Common
Contact Center Functions
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Call
Center Functions
|
Cost
Per Call
(dollars)
|
Annual
Turnover
(percent)
|
Caller
Satisfaction
Index (percent)
|
Average
Queue Time
(seconds)
|
Cost
to Bring on a
New Agent
(dollars)
|
|
Presales
Information
|
$10.23
|
18%
|
53%
|
36
|
$3,753
|
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Order
Taking and
Tracing
|
$7.90
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31%
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60%
|
40
|
$4,335
|
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Technical
Support
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$15.92
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22%
|
50%
|
66
|
$7,316
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Source:
Benchmark Portal (http://www.e-interactions.com),
Benchmark Best Practices
Report, 2001
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