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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

Call Center Benchmarking Case Study

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.

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Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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