Pro Facilitate Asia :: Benchmarking

"Benchmarking is the continuous process of measuring products, services and practices against the toughest competitors or those companies recognized as industry leaders (the best in their class)."

-- The Fuji-Xerox Corporation

At Pro-Facilitate Asia , we define Benchmarking as learning, sharing information, and adopting best practices to bring about concrete changes and improvements in performance -- essentially allowing your contact center team to improve themselves by learning from others. In practice with our clients, benchmarking usually takes the form of:

• Regularly comparing aspects of your CSRs performance with best practitioners both internally and against your top competitors in terms of Customer Service and Sales Quality.
• Identifying gaps in performance
• Highly-customized and novel learning approaches to bring about improvements
• Following-up and following-through by an objective method of monitoring progress and the on-going review of the benefits

As a Regional or National Manager you can now Benchmark Service and Sales Standards against your Key Competitors throughout the country, or throughout the entire Asian region. You will also now be able to accurately measure your Return On Investment for Customer Service Representative (CSR) training. With our Performance Monitoring and Benchmarking Services you will Retain Current Customers and Attract More New Customers by tracking your individual CSRs performance over time and comparing their performance against the best-of-the-best in your industry.

Also gain important cultural insights -- not only to how your Western English-language customers are being served -- but also local language transactions between your CSRs and your customers.

To deliver the above , Pro-Facilitate Asia employs:

• Multi-Lingual Remote Telephone Call Monitoring and Evaluation in English, Mandarin, Japanese, Korean, Indonesian and Thai
• Regional, Country Team, & Individual Call Performance Assessment and Analysis
• Mystery Shopper Calls that Provide Internal, Competitor, & Industry Benchmarking Research
• Digitally Recorded Calls, Assessment, Analysis, Actionable Feedback and Coaching Support

Many of the benefits of Benchmarking are outlined to you, the client, in periodic reports. Reports that we pride ourselves on as being as PRACTICAL, as they are THOROUGH. Typically they have multiple statistical data improvement and benchmarking aspects, but more importantly include individual Coaching Points and Tips that allow for specific actionable improvement by your CSR team members.

Our Benchmarking Services can also have a beneficial effect on supporting continuous improvement for your team's members, such as:

• Raising CSR awareness about performance and greater openness about strengths and weaknesses
• Learning from others and greater confidence in developing new approaches and skills
• Increased willingness to share solutions to common problems in your team