Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume III, Issue 4

Date: Apri1, 2002 - Benchmarking: Do you?

Before we put forth another hot topic and the questions to ask yourself, here's a definition of benchmarking so we're all on the same page: "A structured, analytical approach to identify, review, and deploy optimal practices to gain and maintain a competitive advantage."

Hopefully one of the italicized, bold words resonates for you. I hope it's 'deploy'-an action word.

Following are some questions to ask yourself (that benchmarking can answer):

1) Where are you today?
2) How do you know what solutions are right for your center?
3) Are you doing a 'good enough' job managing the resources of your center?
4) Are you managing to 'best practices?'

And the question I can answer is "Why benchmark?"

1) Understand your current processes
2) Reduce change barriers
3) Pinpoint cost reduction opportunities
4) Discover the key initiative that commits a minimum of resources to achieve optimal performance goals and objectives.

And the question that follows is when? And the answer is:

1) When you first take over a center
2) At least once a year
3) Before and after any major improvement initiative.

The bottom line for benchmarking--the ability to compare apples to apples. The ability to match up your center to your peers, whether that is by function, industry, number of calls, agents, seats, or inbound, outbound or both.

QUOTE OF THE MONTH: If nothing changes, nothing changes.

2002 Human Technologies Global, Inc. www.human-technologies.com

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