AmVia - Voicematix has announced the release of the `e-Business Benchmark Best Practices` report by Dr Jon Anton, Centre for Customer-Driven Quality, Purdue University. The report`s aim is for companies to benchmark their call centre performance against a peer group of similar centres.
According to research conducted at Purdue University, over 90% of customer interactions will occur through e-business centres and the Internet by the year 2005. Fueled by tremendous advances in the integration of telephone and computer technologies, the e-business contact centre is expected to be a company`s most potent weapon for maintaining long-term customer relationships.
Kevin Hurwitz, AmVia`s Mission Controller says, "Frequently benchmarking your performance against a peer should be a mandatory step in being competitive. This report will help stimulate the use of benchmarking metrics as an indispensable tool for performance improvement."
AmVia says that executives are beginning to recognize the potential of the e-business centre as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. The return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the calculation.
The report has an average and best practice indexes covering everything from availability, cost allocations, inbound performance metrics, sales activity right through to IVR (Interactive Voice Response) usage.
Hurwitz concludes, "Companies today must place customers at the centre of their organisation. By implementing our contact centre solutions, companies can successfully provide a platform for `customer interaction for the demand generation. Our award-winning offerings - Rockwell`s Transcend and Cellit`s ContactPro - leverages real-time knowledge about customer relationships in dynamically delivering a personalised, consistent experience across all communication channels - voice, fax, e-mail and the Web."
The report is freely available form AmVia. Interested parties can e-mail their auto-signatures to jason@amvia.com with `Benchmark` in the subject heading.
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