I would like to find a benchmark study on customer service and collections services. What I am looking for is for indices (derived from some sort of research or benchmark study) related to the monetary cost of service provided e.g cost per card holder in collections or in customer service calls. The cost could be split either in its constituent parts or in total, pertinent to the banking sector, likely in dollars or euros, and either hidden or not. Any suggestions ? Thanks a lot !
the monetary cost of service provided
Call Centre Helper Forum » Call Centre Management
(3 posts)
Tekros
Quite a touch question and very specific. I'm not sure how much of a response that you are likely to get.
Cost per call varies from around 50p to £12. Cost per customer all depens upon how often they need to get in touch.
There may be a few pointers in the Contact bael report, but not likely that there would be anything specific on card holders.
Hope this helps.
Posted 1 year ago
Jonty
Thank you very much for your answer. I wonder if you could provide me with some more details on "contact bael report" ... I googled the word but I was unable to spot pertinent info. In addition, I am looking for cost per call (in customer service) and cost per promise (in collections)from the bank's perspective rather than the contact centre's...
Posted 1 year ago
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