Quarterly Telephone Benchmarking

How does your organisation compare?

CSBA mystery shoppers make telephone calls daily, assessing each operator on up to 30 key elements of the call such as:

Response time and ease of IVR navigation
Greeting quality
Agent manner
Enquiry resolution Skills
Cross-selling and selling
Key communication skills

We benchmark over 150 companies across 15 sectors each quarter. With over 10 years experience we are the most recognised benchmarking program in Australia.

Sectors covered include:

Aid
Airlines
Banks – General
Banks – loans
Electricity
Insurance
ISP's
Local Government
Managed Funds
Parcel Delivery
Telecommunications
Tertiary
Water