Benchmarking is Essential for Customer Support Success - Focus Services, Inc. - ContactCenterWorld.com Blog
Benchmarking is a necessary practice in any type of business or organization and should be practiced whenever possible. There are many different situations and areas of business that can, and should, be benchmarked. Why not discover the best practices for your business if you have the chance to do so? Nobody owns or runs a perfect or flawless company. There is no reason to be content when there is always room for growth and improvement. Here are 5 advantages provided through benchmarking your customer support:
1. Discover Best Practices
By outsourcing your customer support to multiple companies or by simply benchmarking your in house customer support by employing a 3rd party partner to help you discover best practices concerning your campaign. When your campaign is attacked from multiple areas, you receive distinct ideas and suggestions on improving your support. Benchmarking helps you find not only best practices, but best technology as well.
2. Creates a Culture of Continuous Improvement
Benchmarking will help create a culture that is never satisfied. If those who work at your company see that they are being benchmarked, they will continue to do their best to outperform others. This culture will result in constant improvement from all areas. Instilling this culture in your company will create growth and improvement at fascinating rates.
3. Helps Create and Maintain Competitiveness
Through benchmarking, your in house employees will begin to compete against your 3rd party partner. I don’t have to tell you how this will have a positive impact in the performance of your in house team. Not only will it light a fire under your in house team, but it will light that same fire under your partner’s team, resulting in positive performance from them as well. This spirit of competition will insure you that you are getting the best effort from all angles.
4. Creates New Sources of Information
Companies that don’t utilize benchmarking have a harder time gathering information on what doesn’t work, and more importantly, what does work. By having multiple sources doing the same work, you are able to gather new information from multiple places. These different ideas and perspectives can open up a whole new world of customer support.
5. All Partners Improve (Speeding up the Overall Process)
All those involved in the benchmarking process can take what others have learned and use it to their advantage. The multiple sources of information not only helps your company as a whole but it helps each individual party working on your campaign. All involved parties are able to progress at amazing speed, which increases the overall improvement of your company’s campaign greatly.
Take this article into consideration if you are thinking of benchmarking your current process. Use partners to create that competitive edge within your company and to see the overall success of your customer support process increase at a pleasantly surprising rate.
Publish Date: December 15, 2015 5:00 AM
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