Ascent Group

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With this in mind, the Ascent Group conducted its fourth annual call center benchmarking study to better understand how companies are managing inbound customer care. We asked companies to share their experiences to help us identify the practices that make or break a customer contact center. We also asked companies to provide performance benchmarks so we could identify “best performers”—companies providing the best service at the best cost. The results of this research are contained in our report, Call Center Strategies 2013.

Deep Research into Customer Service Operations. We have extensive experience in performance benchmarking and operations improvement, specifically within the call center and customer service functions. The Ascent Group maintains an extensive database of customer service metrics from companies in all industries. Additionally, The Ascent Group offers an online benchmarking service to assist companies in ongoing performance measurement and best practice discovery. The Ascent Group also performs regular studies of customer service operations to support our publications.

How many of your customersâ?? issues are resolved on the first contact? It sounds like it should be easy to measure, however many companies have found it difficult to define first contact resolution, much less measure it consistently. Tactics to measure first contact resolution vary greatly from company to company. Our survey confirms this. While some companies are measuring first contact resolution, many are not and would like to.

This report will also profile participants in a case study format, sharing current practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to improved performance. In addition, we provide detailed results and analysis from the survey itself and detail "best practices" demonstrated by our participants. Finally, we explore the successes achieved.

Most performance measurement efforts focus on doing things well, assuming that the department or organization is already providing the right products, services, and support to its customers. Often, performance measurement focuses exclusively on group activities and not the products or services that they provide.

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