Contact Centre Research

Employee Engagement Standard for Contact Centres

"The Report Is Very Good, Very Easy To Read and Understand"

Head of Contact Centre, Vhi Healthcare

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Description

Best 100 is an International Standard for Engagement in Customer Contact Centres now in its sixth year.

Highly respected client community providing a comprehensive and quality benchmark databank
New Equivalency service for clients who prefer to run their own survey
Contact Centre specific
Recognition for leaders and staff, an award that is earned not bought with a well established and fair process
Minimal management time and Investment

No Judges!
Compatible with your existing survey
Clear reporting
Snorkel or Deep Dive Analysis
Recognition and Accreditation
Multiple Surveys
Tracking
Multi-Site
Your Own Questions and Filters

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Designed For

Busy Managers - You would like to carry out a simple, effective staff survey, but have little time to devote to the project. Best 100 provides you with a great stand alone engagement piece based on an industry standard questionnaire and easy to digest, insightful results.

Need to Benchmark - You want to compare your own operation to your peers and have outgrown judged competitions, you have great faith in your engagement and want the world to know what a great place your contact centre is to work.

Apples with Apples - You've tried other inter-company benchmarks, but want a real feel for how well you engage your front line agents in comparison to other contact centres and want to learn to improve your practices.

Equivalency - New for 2010, you are committed to an existing engagement research process, but it does not benchmark externally. Best 100's new equivalency service allows you to compare your own survey results to ours (assumes 70% equivalency).

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Formats Available

Guide. Club members are provided with a comprehensive guide to preparing, implementing and improving engagement by use of the Standard and how to achieve Certified Status.

Audit. Measure your own staff engagement using Direct Entry where we survey your staff OR our Equivalency Service where we take the results of your own internal staff survey and compare them against our own data and provide you with an equivalency report. Stage One, we provide you with a great analysis upon which to base improvement. At Stage Two we benchmark all client surveys and generate customised reports for each client. We accredit all participants and those scoring an overall ranking of 3, 4 or 5 Stars become Certified as a Best 100 Contact Centre.

Enterprise. An online tool available to Contact Centres with a need to measure their staff engagement across their site or multiple sites and work types. Best 100 is ideal for multi-site clients that need to compare their own sites against each other and against the Standard. We can even run the survey in more than one language.Enterprise is scaleable, you can run the survey once per year or multiple times as a tracking tool. You can add your own questions and filters and you also receive entry into the Annual Awards process.

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Contact Centre Research
T: +(44) 1978 710483 | Fax: +44(0) 870 48 676 48 | E: enquiries@cc-research.com