2020 NADP Customer Contact Center Metrics Report (published in December 2021)

The NADP Customer Contact Center Metrics Report provides benchmarking data for the dental benefits industry on metrics common in customer service operations. This report includes data on 

  • Call center performance, management and practices,
  • Web-based customer service capabilities and performance metrics,
  • Customer portal capabilities
  • Customer satisfaction measurement processes, and
  • Performance guarantees
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2020 NADP Customer Contact Center Metrics Report (published in December 2021)