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Contact Centre Benchmarking

How does your contact centre compare to your competition?  How do your service levels compare, what about the costs, customer views, service levels etc.?  StableLogic’s contact centre benchmarking service can provide proactive advice to deliver results.  Knowing how you compare is often an excellent starting point to plan for the future.

Key considerations for your contact centre benchmarking include:

  • Technology Solution – Is the system easy for the customer to navigate?
  • People – Is the service friendly and helpful?
  • Accessibility – Voice, Email, Web Chat, Social Media, Video etc.
  • Cost – Is my contact centre a reasonable cost?

 

Contact Centre Benchmarking – Cost

The following chart is an example output from a StableLogic cost benchmarking process:

StableLogic work with many different types of contact centres on a daily basis and provide services for a range of internal and external customers.  This access provides us with invaluable knowledge of how different organisations are using their services and allows us to provide detailed contact centre benchmarking services.  Keys areas considered as part of our contact centre Benchmarking service include:

  • Do you know if your cost base is as good as the market generally?
  • Could you reduce your costs?
  • How accessible is your contact centre?
  • Are other organisations introducing new options which may give them an advantage?

StableLogic’s consultants are highly experienced and can give you honest, independent advice on how your contact centre benchmarks against your peers and the market more generally.

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Contact Centre Consultants

  • As independent contact centre consultants, StableLogic provides impartial advice on call and contact centre procurement, optimisation and processes.

    The contact centre is the communications hub of many organisations. The success of the contact centre directly impacts customer service and, in many organisations, sales.

    As specialist contact centre consultants, StableLogic supports clients enhancing customer experience across all channels – voice, video, email, social media, apps and so on.  As an independent consultancy, we do not sell contact centre systems, we advise clients on procurements, best practice and optimisation.

  • Contact Centres are going through a period of rapid development.  Service levels, customer expectations, media, technology and suppliers are all in a state of flux.

    What is your contact centre strategy?  Is video conferencing an option for your business or perhaps a new App?  How do you cost effectively service multinational customers on a 24/7 basis?  StableLogic work with a diverse range of clients to deliver their business, cost and service objectives.

    StableLogic support clients in assessing these challenges, calculating the business case and helping them to achieve their business objectives.

  • How does your contact centre compare to your competition?  How do your service levels compare, what about the costs, customer views, service levels etc.?  Are you competitors moving ahead of you in the way they service their customers?

    Many organisation set themselves the objective of providing excellent customer service – to create a unique customer experience.  The reality is, of course, that this is very difficult to deliver.

    StableLogic’s contact centre benchmarking service can provide proactive advice to help you to deliver results.  Knowing how you compare is often an excellent starting point to plan for the future.

  • Using the telephone is continually rated by consumers as their least preferred way of communicating with a company.  For businesses, the telephone is often their most expensive channel of communication with their customers.  Despite being unpopular and high cost, the traditional call centre is still one of the most common methods for customer communication.

    Organisations that do provide a truly unique customer experience develop their approach to meet the customer’s needs – not their own.  As independent contact centre consultants we support clients in understanding the options, to consider new media channels and, if required, to “wow” their customers.

    It’s not simple – but StableLogic have a proven track record of helping clients to develop a unique customer experience.

  • The selection of a new contact centre solution is a major decision that directly impacts the effectiveness of the business for many years to come.  But the objectives are not only to select a highly functional technology solution but also one that is reliable, from a low risk supplier and cost effective.

    The contact centre market is in a state of change, with both on premise and cloud systems available.  Making the wrong decision can severely impact customer service.

    As independent contact centre procurement specialists StableLogic can support clients with requirements gathering, production of a specification and the full selection process.

Next Steps

  • Completely independent and impartial
  • 20+ years experience
  • Household name clients
  • Specialising in UK and Multinational clients
Contact StableLogic

 

Contact Centre Case Studies