Quarterly Telephone Benchmarking Reports
CSBA currently calls and monitors over 150 companies in our Quarterly Benchmarking Surveys.
Because real customers make calls across many industries, it is important for companies to remember that they are being compared every day to other businesses outside their sector. This is where the real benefits of independent benchmarking come to the fore.
CSBA mystery shoppers make telephone calls daily, assessing each operator on key elements of the call such as:
- Response time and ease of IVR navigation
- Greeting quality
- Agent manner
- Enquiry resolution Skills
- Cross- selling
- Key communication skills
The results are then benchmarked for each client against nominated companies across a variety of sectors. In this way we provide a clear and unique understanding of what is important in delivering consistently excellent service.