Overview of The TARP 1997 Teleservice Benchmarking Studies

1. Scope of Studies

2. Editors Review of the TARP 1997 Benchmark Studies

3. What is new in this TARP 1997 Call Centre Benchmark study?

4. Understanding the key Benchmarks established for Best in Class

5. Result from the Study ( culled from the Executive summaries)

a) Customer Care Call Centers

b) Telemarketing ( revenue generating Call Centres)

c) Credit & Collections

d) Use of IVR ( voice automation)

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