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| Overview |
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eBenchmarkers' Telephone Retail Banking benchmark was launched in October 2003. Consistent with other eBenchmarkers' studies it reports twice yearly: the Spring indicators are based on April data and the Autumn indicators are based on October data.
The benchmark was launched with 8 participants drawn from all areas of the retail banking landscape. In addition to the channel-specific analysis included in the study, participant overlap between the Telephone Retail and Online Retail Banking benchmarks allows for an informative comparison of performance between the two channels.
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Participants receive written reports and facilitated in-company workshops of key findings, covering:
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Call centre focus
The balance of activity between sales and servicing is an important consideration int he evaluation of overall performance. |
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No of customers
'active', 'committed' and 'dormant'; and the telephone customer penetration of the total customer base. |
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Quantity & frequency of transactions
including: balance views, 3rd party & bill payments, inter-account transfers, setting up and amending standing orders & direct debits. |
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Sales volume & penetration
including: growth, path to purchase analysis and conversion rates. |
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Agent performance
including: call handling, call waiting times, utilisation & occupancy measures and staff turnover & remuneration. |
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