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BenchmarkPortal Releases New Worldwide Industry Benchmark Reports

BenchmarkPortal has just introduced a new library of Worldwide Industry Benchmark Reports for 2005.SANTA MARIA, Calif., June 9, 2005 -- BenchmarkPortal has just introduced a new library of Worldwide Industry Benchmark Reports for 2005, covering eighteen major domestic and international vertical markets. Our Worldwide Industry Benchmark Reports provide a side-by-side comparison of 105 key performance indicators (KPIs) and best practices for call centers in three primary geographical regions: North America (U.S.A & possessions, Canada, Mexico), EMEA (Europe, Middle East, Africa), and Asia Pacific (Australia, China, India, Japan, New Zealand, Malaysia, The Philippines, Taiwan). Also included is an industry highlights chapter showing benchmark comparisons of 30 KPIs between the three regions, subdivided into seven section categories: Call Center Classification, Call Center Costs, Call Center Performance, Customer Satisfaction, Human Resources Management, Process & Knowledge, and Outsourcing. The 2005 Worldwide Benchmark Reports are an indispensable tool for any business currently involved in offshore outsourcing of their contact center operations as well as any executive considering offshoring as a means of bolstering their customer service and support operation. These reports show some very revealing comparisons between the operational costs and performance metrics across three major international industry sectors. BenchmarkPortal's library of Benchmarking Industry Reports also includes 41 custom and vertical industry benchmarking reports. To see how your business can benefit from the BenchmarkPortal 2005 Benchmarking Industry Reports, visit our Web site at www.BenchmarkPortal.com or contact us at 805.614.0123. About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. In 2005, BenchmarkPortal, Inc. received U.S. Patent #6,877,034 for its unique methodology of call center performance evaluation through metric gap analysis. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com.. For additional information contact: Susan Hampton Communications Manager BenchmarkPortal, Inc. (805) 614-0123 ext. 36 SusanHampton@BenchmarkPortal.com

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP

 

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