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The company states "what the data revealed is that not all CSRs can answer every single question posed to them, so we don't strive for 100% in that area. But we have been able to cut down the amount of times we've transferred calls between agents significantly" (Del Franco, 2002, p.1).
Sur La Table sells cooking tools and used benchmarking to analyze the performance of its distribution and call centers. A representative for the company stated they were able to break down specific costs to see where improvement could be made (Del Franco, 2002, p.1).
The last company, Swanson Health products, used benchmarking to improve picking and packing efficiency...
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