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Benchmarking

Snapshotz Online Benchmarking

Customer Services Audit is the creator of the Snapshotz tool. It is a powerful proprietary, web-based tool based on all published Customer Service Standards Globally and continuously updated in real time from ongoing best practice approaches by customers who are located around the world.

It has been used over the last 10 years to conduct scientific reviews of over 1,400 contact centres in nineteen countries (Stats as at Jan 2015). Because Snapshotz subscribers regularly update their information, progress can be tracked over time.

The Customer Services Audit organisation blends the results into a cumulative pool of responses covering 700+ scientific measurement points, divided into eight main sections and twenty-nine sub sections. From this process, participants are able to discover information that is typically hidden.

The Snapshotz relational database forms a virtual treasure mine of information to be explored. Each subscriber has confidential ownership of their discrete and secure responses.

Each organisation can then request industry-specific best practices and benchmarks by location, size, over time, etc. The final results are presented in five reports which compare them with:

International averages
National averages
Best-in-class and
Other metrics, opportunities and risks

See Sample Reports

Snapshotz Online Users Range across Many Sectors

• Public Sector (includes local government, Health, Education)
• Transport, couriers and logistics
• Financial services including Insurance
• Support desks
• Retail & FMCG
• Almost all other Sectors. See list of Best Practice

Time Commitment

On average, it takes the centre manager and team leaders from five to eight hours to complete the segments. The workshop can be conducted in a full business day or spread out over a few days.

Just a Few of the Current Participants in On-going Benchmark Studies…

• Nike
• Massey University
• ING Financial Services
• Lantern Insurance
• Fair Work Ombudsman Australia
• Goodman Fielder
• University of Pretoria (S. Africa)
• China Telecom

Support

Support available Globally through our Certified Partners and accredited Snapshotz Consultants
Where ever you are, a certified partner or consultant will be able to assist you with information and assistance with working through the programme.
See details for certified partners who will connect you with the appropriate consultant