BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively.
Benchmarking
Call Center benchmarking is relatively new and was first initiated at Purdue University by Dr. Jon Anton in 1995 with a grant from IBM. After six years of research, the Purdue database of almost one terabyte of performance metrics is constantly being enhanced by new participants, and is now outsourced for data management, maintenance, and information distribution to BenchmarkPortal, We are still continually growing our database, already the world's largest, for call center metrics by conducting data drives twice a year to have the most up to date information in the industry.
BenchmarkPortal uses this data to provide call center managers via RealityCheck and In-Depth RealityCheck reports with information that empower managers to:
We have many call centers apply to be certified. Only 10% of these actually make it to certification. We wanted to recoginize the following companies from their accomplishments in Becoming a Center of Excellence:
