scored lower in five of seven categories than in an earlier survey. The O'Connor Call Center Quality Assurance Benchmark Report conducted in August showed a 27.23% decline in banks' cross-selling capability and a 15.5% decrease in product knowledge from March. The scores in three categories -- customer rapport, identification of needs, and professionalism -- were down by a fraction of 1%. The customer reception and closing categories each gained less than 1%.
First published in 1996, the semiannual O'Connor benchmark covers 14 of the nation's largest banks. They were each evaluated 100 times in the latest survey.