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Benefit & Overview

With increasing deployment of Contact Center operations in Hong Kong and china, many companies are keen to increase operating efficiency, increase customer satisfaction and to increase revenues through consultative selling opportunities generated from the Contact Center.

As a result, APCSC is inviting many leading companies from Banking, Telecom, Insurance, Financial Services, Securities to participate in the CRM Contact Center Benchmarking Program to gain a solid understanding of their performance and market position.

APCSC’s benchmarking program serves as a strategic business assessment and audit to identify gaps in CRM and Contact Center business performance, as well as areas in which these strategic business units need attention. APCSC has formulated this program to help companies identify areas in which improvements can greatly increase customer retention and repeat business.

There are various areas covered within the service operation and it is every company’s goal to provide their customers with the best possible customer contact experience. The immediate benefits of benchmarking are very clear and enable your company to:

• Understand industry trends and best practices on CRM and Call Centre Integration, Knowledge Management.

• Gain a better ROI: Closing performance gaps and adopt best practices in reduced costs & increased business opportunities.

• Perform industry competitive analysis

• Share key business intelligence with management team.

• Set goals for your future business strategy and technology investments based on the detailed benchmarking research.  

• Identification of your best practices for market recognition from APCSC Benchmarking Best-in-Class (BIC) recognition.

• Enhanced efficiency and productivity.

• World Class Customer Service Standard.

For all these reasons, frequently benchmarking your e-business center performance against a Peer Group of similar centers is a mandatory step in being competitive.

We have an experienced team of dedicated professionals to carry out this important Contact Center & CRM Benchmarking Research. APCSC is here to provide you vital findings to help your business grow.

Industries covered
Airlines, Banking & Finance, Insurance, Telecommunications, Government, Outsourcing Service Provider, Utilities, Transportation, Service Centers.

Selection of leading companies covered since inauguration

360ºBenchmarking Methodologies
The Project is divided into three parts with objectives and purpose outlined below.

Benchmarking Self Assessment
A self assessment questionnaire is completed followed by and interview and site visit. The different areas of Contact Center & CRM will tentatively include the following:

·          Mission, Vision, Value

·          Organization Structure

·          Customer Pledge, SLA

·          Management review

·          IT System security, maintenance, audit

·          Technology

·          Knowledge Management

·          Human Resources , Salary and Benefit

·          Standard Operating Procedure

·          Call process diagram / escalation flow

·          Complaint management process

·          Quality Monitoring

·          Quality Assurance

·          Customer Satisfaction levels

·          Customer, Financial, Service, Staff KPIs

·          Performance appraisal

Customer Survey
With follow-up calls to customers’ direct input and qualitative telephone interviews, the questionnaire consists of high impact questions relating to the Contact Center & CRM Services provided to the customers on their acceptance, satisfaction and loyalty outcomes on the categories listed here:

Perceived usefulness	Perceived ease of use
Dimensions of Service Quality	Customer’s Attitudes
Customer’s Behavioral Intention	Customer Satisfaction and Loyalty

This part also asks for open-end questions as well as the demographic information about the respondents.

Mystery Calls
Mystery calls will be made to assess the Contact Center & CRM participating unit to give a feedback on the service level, areas covered in the above surveys and benchmarking categories, plus other analysis including, but not limited to, tone, attitude.