Ward Group conducts strategic studies and surveys on a variety of topics relevant to the insurance industry. Throughout the year, we solicit companies to participate in these studies and they receive a comprehensive analysis of the results. The Call Center Management study will analyze call center management operating practices in a number of key areas, including customer satisfaction techniques, workflow and productivity, technology and equipment infrastructure, outsourcing and service standards. 

Objectives 

• Evaluate call center management operating practices.
• Provide meaningful call center management performance comparisons.
• Survey the business practices that companies have implemented to improve call center management performance.
• Develop specific call center management performance benchmarks for the study participants.

Participant Profile

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