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Benefit & Overview

With intensifying competition in the marketplace, customer relationship excellence is the most effective way to sharpen your competitive edge. For the business-to-business sector, the strategic importance of client servicing (or account servicing) centers in building long-term customer relationship is now more recognized in world-class organizations. APCSC has formulated the Benchmarking Program for CRM Corporate Client Servicing Center to help companies identify areas in which improvements can greatly increase customer retention and repeat business for the business-to-business sector.

By Join the Corporate Servicing Center, you can:

• Understand industry trends and best practices on business, process & performance, people, technology, financial metrics and Knowledge Management, Salary and Benefits.

• Gain a significant Return On Investment (ROI): Closing performance gaps can result in reduced costs and increased revenue opportunities.

• Set goals for your division using 360º benchmarking standard based on objective and detailed benchmarking research.

• Understand the feedback and comments from your customers

• Share results with key management team and Save enormous time and resources using our objective customized reports.

• Compare your organization’s performance to that of other corporate client servicing centers from different industries

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 several parts with objectives and purpose outlined below:-

Benchmarking
This part requires the participating company to fill out a questionnaire together with an interview and site visit. The different areas of Corporate Servicing Center 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 Corporate Servicing Center 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 Caller / Shopper (Optional)
Mystery calls will be made to assess the Corporate Servicing Center 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, knowledge, professionalism, speed of answer and escalation procedures.