Benchmarking

After more than a decade collating and analysing blue chip client call data, Rapport has built a unique set of metrics against which to benchmarking your operation.

Are your Out of Hours calls consistent with the industry? What are normal repeat levels of contact in sales and service? What should your First Call Resolution rate be? Using anonymised data from companies in your industry and from other sectors we can help you answer these questions and others. We allow you to see what is possible, what is normal, how you compare and how high you should set the bar.

In addition to operational benchmarking against industry peers, we can help you benchmark internal or outsourced call centres against each other – across a wide range of customer-centric metrics.

And because our solution requires no IT or Call Centre integration it is quick to implement. If you need to answer these or other questions quickly, please get in touch.