Top 100 Call Centers. Global Recognition Earn Respect From Industry Peers Boost Employee Confidence Increase Customer Satisfaction

Transcription

1 Top 100 Call Centers Press Kit Global Recognition Earn Respect From Industry Peers Boost Employee Confidence Increase Customer Satisfaction

2 BenchmarkPortal Top 100 Contest Press Kit Table of Contents Marketing the Top 100 Award Sample Press Release CEO s Quotes Regarding the Contest How We Determine The Winners About BenchmarkPortal... 6 Tips for Writing Effective Press Releases Celebrating Top FAQ About The Top

3 Marketing Your Company s Placement in the Top 100 Call Center Contest Press Release Write an effective press release and send through multiple marketing channels for maximum exposure. To ensure best results we recommend using: press release websites and your company s website news/press release section. IVR Recording Announce your accomplishment to your callers by mentioning it in your IVR recording. Let them know you are a Top 100 Call Center. TV Commercials / Print Advertising / Radio Campaigns Announce your achievements in excellent Customer Service with Local and National TV Advertisements for your company. Showcase the certification seal in magazine ads, newspapers, brochures, etc. Company Website Display the Top 100 Seal on your company s home page and link to a specific landing page on your website explaining contest and linking back to BenchmarkPortal. Add to your company s awards and achievements section of your website. Add links between your company website and BenchmarkPortal website. Target SEO and SEM opportunities with keywords, links, anchor text, and other various methods. 1

4 Marketing Your Companies Placement in the Top 100 Call Center Contest Company Collateral Add the Top 100 seal/logo to signature, business cards, promotional cards, promotional items, invoices and notifications, etc. Add the Top 100 seal/logo to product instruction manuals or collateral that tells customers to call for assistance. Use the logo/seal at company-sponsored events, on banners and in slide shows. AMA Unified Service Center Company Event Slideshow EyeMed Promo?onal Employee Tumblers Product Instruc?on Manuals Wolters Kluwer Company Brochure Signature Social Media Channels Share with your social media team to use on networks such as LinkedIn, Twitter, Facebook & Google+. Corporate Communications Announce in your internal employee newsletter. Announce in your marketing materials for customers, suppliers and employee recruitment. Announce in your investor relations materials, including especially your annual report. You want your investors and equity analysts to know that your customer contact function is a corporate asset that adds to shareholder value! BenchmarkPortal Marketing cyberduckbenchmarkportal will announce the top 3 winners in each category through a press release and send out over the wire. BenchmarkPortal will announce the top 3 winners in each category through our social media networks: Linkedin Company Page, Linkedin BenchmarkPortal Call Center Connections Group, TMC Call Center Certification Channel, Facebook, Twitter, BMP Blog, Google+ If your company makes an announcement on social media and BenchmarkPortal is tagged, we will reshare it out to our audience. 2

5 Sample Press Release Please use the press release below as a general guide to announce your placement in the contest. (Name of Company/# of times)earns Top 100 Call Center Award From BenchmarkPortal [Company name] placed (Insert ranking:first, Second or Third place or Top 100 ) in the Top 100 Call Center award for 2016 from BenchmarkPortal. The Top 100 competition compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers. Entries are all cross-checked, validated and approved by certified call center experts, and the resulting submissions are scored on the basis of both quality and cost efficiency. (Insert Quote from Company Management if possible.) Since the Top 100 process is based entirely on statistical comparison to the world s largest and most respected database of call center metrics, this competition can objectively identify centers who are achieving superior results both in financial and qualitative terms. The Top 100 contest grouped submissions into four categories for this awards program. Each center was compared from a wide variety of industries and assigned numerical ratings. As a result, [company name] was determined to be a Top 100 Call Center in North America. (Insert Quote from Bruce Belfiore of BenchmarkPortal, page 4.) About BenchmarkPortal BenchmarkPortal s activities began in 1995, and it is now a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for contact centers. BenchmarkPortal hosts the world s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information, please call or visit 3

6 Quotes Regarding the Top 100 Contest Bruce Belfiore, CEO, BenchmarkPortal Those companies that have ranked in the Top 100 Call Center Contest may use these quotes in press releases. [Company Name] ranking of (Top 1, 2, 3 or 100) shows that it has achieved outstanding results when compared with centers from a wide variety of industries, which is a great accomplishment for this center. This award shows that [Company Name] call center operation ranks among the top performers in its size category in North America. We congratulate them and wish them continued success with their improvement initiatives in the future. The [Company Name] contact center is among the best in its industry. This award was granted on the basis of objective, metrics-driven performance. [company name] stood tall against its competitors according to the world s largest database of call center metrics. This is not easy to do, and we congratulate them on their accomplishment. Ranking in the Top 100 Call Center Contest attests to the fact that [Company Name] s management and employees have successfully balanced efficiency and effectiveness in their operations. [Company Name] s placement among the Top 100 Call Centers is a direct result of its leadership s commitment to balancing cost-effective service solutions with best-in-class service performance. 4

7 How We Determine The Winners To ensure data quality and cohesiveness, all submissions were reviewed for validation: Duplicate submissions were removed. A survey was considered a duplicate if there was more than one survey submission from the same call center. A survey was not considered a duplicate if it was from the same company, but from different call center locations or business units. If a duplicate was found, the report with the most recent, valid data was used. Only centers located in the U.S. or Canada were included. Surveys with insufficient or suspect data were removed. All data was reviewed using our quality control tools over the course of the contest. If our database s automatic validation tool was triggered, that particular submission received additional scrutiny. If an answer was flagged as invalid or out-of-range by our database quality screen functions, it was referred back to the participant as needed for validation or elimination. All survey submissions were put into one of the four tiers using the simple full-time equivalents calculation method. This equation is: (Full time agents + ( Part-time agents / 2)). Tier 1: Smaller centers: 5-50 Full-time equivalents Tier 2: Medium-sized centers: From 51 to 249 Full-time equivalents Tier 3: Large Centers: Over 250 Full-time equivalents Tier 4: Inbound Sales Centers Specific Rankings BenchmarkPortal does not publish specific rankings for all participants because we don t want them to be improperly used for competitive purposes by others. This is something that we have addressed each year. We are also mindful of legal issues related to use of company names. BenchmarkPortal is only publishing the specific ranks for the top 3 in each category. Therefore, centers that are in the positions are informed that they are in the Top 100. Awards Were Given As Follows: 1st Place Awards: $800 will be awarded to fund a celebratory event at each of the first place winners of the 5 categories indicated below. First place winners will be given one complimentary ticket to attend our Call Center Campus Symposium held in New Orleans, April 20-22, nd Place Awards: Second place winners of the 5 categories indicated below will be given one complimentary ticket to attend our Call Center Campus Symposium held in New Orleans, April 20-22, rd Place Awards: Third place winners of the 5 categories indicated below will be given one complimentary ticket to attend our Call Center Campus Symposium held in New Orleans, April 20-22,

8 About BenchmarkPortal Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its expertise. BenchmarkPortal utilizes an innovative approach to best practices for the contact center industry and hosts the world s largest database of contact center metrics. BenchmarkPortal s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value. For more information on BenchmarkPortal please call or visit BenchmarkPortal offers a full range of products and services to support its mission, including: 1. Contact Center Certification of contact centers, based on operational performance 2. Contact Center Benchmarking: peer group benchmark comparison reports, 18-KPI and 41-KPI KPI benchmarking reports and outbound benchmarking 3. Call Center Training: Workshops offering certification for contact center directors, managers, supervisors and agents. These include both in-person and online offerings, as well as courses delivered on-site at your center. 4. On-Site and Virtual Assessments for contact centers. Journey to excellence, customer and agent satisfaction measurement surveys, IVR assessment, outsourcer assessment, due diligence 5. Contact Center Industry Reports: 18-KPI, 41-KPI and worldwide industry reports covering over 40 industries 6. ibenchmark: Automated benchmarking puts technology and advanced processes to work for contact center managers without the hassle of finding and inputting the metrics manually. Thanks to secure, easy-to-install technology that is hosted and managed by BenchmarkPortal, ibenchmark provides managers with a powerful, actionable tool, operated with our patented benchmarking methodology. 7. Top 100 Call Center Contest: In order to win, your contact center must be an inbound center located in the United States or Canada. All key performance indicators submitted will be crosschecked by our system and will also be reviewed and approved by our contact center experts. The winner will be the center with the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal s expert formula. 8. CallTalk Online Radio Show: Hosted by Bruce Belfiore monthly, featuring top experts in the customer service industry talking about the latest industry trends and listener-voted hot topics. To find out more about BenchmarkPortal and/or to view a listing of Certified Centers of Excellence, please visit us at 6

9 Tips For Writing Effective Press Releases That Announce Your Center s Award Determine which publication(s) you would like to publish your press release. Consider which would most effectively reach the majority of your customers. Understand each publication s target readership and tailor your release to them. Ask yourself: Why is our contact center s certification important to them? What benefit will they realize because of this achievement? (Understand your target!) Get to the point of the press release quickly. Think of the three things your want your audience to remember after they ve read your release. Keep the release short and interesting for increased impact. Write the press release in an active voice. (Example: Instead of: XYZ contact center was awarded Try: XYZ contact center recently earned the distinction of ) Avoid hyperbole and marketing fluff. Avoid expressions such as: revolutionary and the world s leading Today s consumer is sophisticated and will not likely be impressed by either. If you have access to and/or can obtain positive customer comments regarding the effectiveness of your center s service and/or products, include them in your press release. Consumer endorsements can be powerful! 7

10 Celebrating the Top 100 Contest We recommend that you celebrate this remarkable achievement as broadly as possible. Following are some suggestions to do just that. Purchase a Trophy Here: order-forms/top-100-tophy. Please enter the following password to gain access: BMPtop100 Decorate The Entire Company especially the customer service department with posters, banners, and balloons. Reward Your Agents For Their Part in this Achievement. Ask supervisors to write brief, but personal, notes of thanks to each of their agents for their individual contribution. With each note, leave a small gift such as a gift certificate to your company s cafeteria, an ice cream treat, etc. Host a Dinner Dance for everyone who played a role in this achievement. Use this time to celebrate your organization s great performance and announce the positive results. Let the agents and frontline leadership know that you appreciate their work. Have senior management explain the essential role customer service plays in the ultimate success of your company. Acknowledge Those Departments Outside of Customer Service Who Enable You To Meet Customer Needs. Arrange a meeting to thank these groups for their hard work, and/or write notes of thanks for their support. 8

11 FAQ About the Top 100 Contest What happened to Top 10, 25, 50? This year the top three for each category (Large Centers: 250+ agents, Medium Centers: 51 to 249 agents, Small Centers: 5 to 50 agents, Inbound Sales Centers, Most Improved Call Center) are singled out, with the center having the highest points receiving money to fund a celebration in the call center. All others that have met the qualifications for the contest are included as Top 100 awardees. Due to the competitive nature of many submissions this year, and the bunching of scores for some categories, we have decided to eliminate the sub categories (Top 10, 25 & 50). We have not broken down the Top into sub groups due, in part, to the fact that we have seen statistical clumping around breakpoints used in past competitions. Many of the numerical positions were very close, or even overlapping. This eliminates fairness issues caused by identical or extremely close competition at the break points. Please keep in mind as well that, unlike our Center of Excellence Certification (which is based upon industry-specific comparisons), the statistical pool for Top 100 reaches across all industries, and includes dissimilar centers grouped according to size, instead of sector. It is an honor to be among the recipients of the Top 100 award and we congratulate you on your achievement. We remain available to you for any assessments or initiatives that you feel could move your center to higher performance and lower costs. Thank you again for your participation. We look forward to your participation for the 2017 contest! What place did I Rank? Following the recommendation of our Top 100 Committee, which has worked with very competitive data from participants, our CEO has confirmed that we will not release any information on individual positions. BenchmarkPortal does not publish specific rankings for all participants because we don t want them to be improperly used for competitive purposes by others. This is something that we have addressed each year. We are also mindful of legal issues related to use of company names. BenchmarkPortal only publishes the specific ranks for the top 3 in each category. Therefore, centers that are in the positions are informed that they are in the Top 100. What is the range of participants in the contest? The participants are all from the U.S. and Canada, and the total number of entrants each year far exceeds 100, though it has always been BenchmarkPortal s policy never to divulge the total number of participants. The combined Efficiency and Effectiveness KPI scores of all participants are calculated and then gathered by full-time equivalent agent size category (5-99, and 250 and) with the top 3 scores being recognized as the leaders for their FTE range. The remaining qualifying centers are recognized in the Top 100 for that size. 9