BEST PRACTICES MATRIX
Selling and Customer Service - Order Processing

High USAGE Percentage of companies that use a practice Low

Quadrant IV Quadrant III Expected Make decisions at the time of customer contact Have a simple, easy-to-use order taking process Resolve inquiries at the time a call is made by the customer Proven Provide one primary contact point for each type of customer Continually update the technology used to support the response to inquiries Quadrant I Quadrant II Innovative Measure call abandonment rates ( e.g., number of calls not answered from "on hold" before customer hangs up as percentage of total customer inquiries ) Measure the percentage of customer inquiries resolved without customer call-back ( e.g. as percentage of total customer inquiries ) Supplement personalized service with automatic call routing and menu-driven inquiry systems Differentiated Monitor inquiries and use the information to improve business performance Establish dedicated inquiry/response center(s) with the capability to share information and react quickly Integrate telephone response technology and information systems Measure average wait time "on hold" for customers ( e.g., in minutes ) Measure the number of calls handled per customer service full-time equivalent employee ( FTE ) GAP High Degree to which the percentage of high-ROTA firms using a practice exceeds the percentage of all companies using it Low