Though call center performance in banks declined in the first half of 2000, banks outperformed retailers for the second year in a row, according to a benchmarking survey released last week.

O'Connor & Associates' industry benchmark report, issued twice a year, said that performance of both retailer and bank call centers either dropped or stayed the same in all seven categories surveyed, compared with the year earlier. Cross-selling capability, generally the lowest score for both sectors, dropped most noticeably.

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