Take Chartwell’s Customer Service Survey to participate in contact center benchmarking 

Rebecca Harris, Data Analyst –  

Do you want to learn about other utilities’ contact center metrics, including average call handling, talk time, hold time and speed of answer? Do you want to know the CRM and CIS software other utilities use, or how your peers train their contact center employees? If so, you should take Chartwell’s 2021 Customer Service Survey.  

Along with the topics above, the survey also includes questions on first contact resolution, cost per call, customer satisfaction, CSR and IVR interactions, contact center expenses, and more.  

There is no cost to take Chartwell’s benchmark surveys. All survey respondents receive a copy of the results. Chartwell Insight Center members will also have access to the survey results and a benchmark report. Respondents have the option to make their responses anonymous.  

To take the survey, go to survey.staging.chartwellinc.com and create an account. You’ll be able to answer the survey on the Entry section and download a copy of the survey using the Tools section. If you have any questions about the survey website or surveys, please contact me, Rebecca Harris, at rharris@staging.chartwellinc.com 

The survey is closing this Friday, Aug. 6, so act fast! If you need an extension, contact rharris@staging.chartwellinc.com