Benchmarking Case Study #44

For the benchmarking practitioner, the case studies offer insights into the proper methodology for effective benchmarking. And for MetricNet's prospective clients, the case studies provide assurance that MetricNet benchmarks yield tangible, measurable business benefits for your organization.

Business Mandate

A nationwide bank was handling more than 6 million contacts a year from two call centers in North America. At a fully-loaded cost per contact of $5.85, the bank was spending about $36 million per year on its customer service call centers. Ever mindful of the need to manage costs and increase profitability, the bank president challenged the call center to reduce its operating budget by 15%, or $5.4 million within one year.

"When the bank president told me to cut costs by more than $5 million this year, I was floored. I didn't think we could do it, and still function as a call center."

MetricNet Benchmarking Solution

The call center manager at the bank spent some time researching various alternatives for cost cutting, and came to the conclusion that benchmarking would be the quickest, most efficient way to identify the needed cost savings. Additionally, she researched various benchmarking alternatives, and made a decision to participate in MetricNet's Call Center Benchmark for Banks and Financial Services Companies.

"We attended a MetricNet webcast on call center best practices, and knew right away that the MetricNet Call Center Benchmark was the way to go. They have by far the most comprehensive benchmark in the industry."

The manager registered for MetricNet's call center benchmark, and completed the data collection form. MetricNet then reviewed the bank's call center benchmarking data, and worked with the call center manager to select an appropriate peer group for benchmarking comparison. In all, MetricNet and the client identified 16 call centers that were valid comparison peers for benchmarking.

To view the Benchmarking Diagnosis and Results, please request the full article.

As always, please feel free to contact MetricNet if you have any questions or comments about our benchmarking case studies.

Stay tuned for next month's Case Study: Improving Customer Satisfaction in the Call Center.

View Our Whitepapers

Part 1: Benchmarking Defined
How World-Class Call Centers Use Benchmarking to Continuously Improve Their Performance
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Part 2: Call Center KPI's
The Five Most Important Performance Indicators for Customer Service Call Centers
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Part 3: Benchmarking Peer Group Selection
How to Ensure a Fair, Apples-to-Apples Comparison of Your Call Center Benchmarking Data
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