Benchmarking
Do you know how well your contact
center is operating? Where do you begin? How high do you set the
bar?
Fine Marketing Solutions’ IntelliMark™ takes you through a detailed
benchmarking giving you confidence in your organization’s delivery of service
excellence. IntelliMark™ factors in every aspect of a call center.
It benchmarks processes that touch everything from the customer interaction through
the vision of the CEO.
IntelliMark™ key focus areas include:
- Recruiting
- Hiring
- New Hire Training
- Recurring Training
- Operational Management Team and Structure
- Wages and Benefits
- Account Management
- Information Technology Group
- Technology Platforms and Delivery
- Infrastructure
- Executive Team
