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South American Call Center Benchmarking Program

Know-how to Latin America

 

 
 

BenchmarkPortal is a U.S. company specialized in providing consulting, advisory and training for Contact Centers, from a large volume of market data. In this interview, José Pérez, Regional Manager for Latin America at the company, explains how the emergence of BenchmarkPortal was, individuals providing services for industry contact and the expansion in the region.

Benchmark Portal is a company with 15 years on the market. The emergence of the firm was in the area of Purdue University in Illinois. "Dr. Jon Anton was doing some data analysis and studies of contact centers through university-José Pérez-account. That information began to grow and decided to use this data to help market the contact. Thus was founded Benchmark Portal. " Then the company began to make certifications and training. Currently, among other services, Benchmark Portal provides training for agents and supervisors; certification for managers, audits and assessments, and assist contact centers to enable them to establish best practices and become more competitive in the market. "Our business is not competition, but of analysis. We show companies how they are compared to their market segment, and from that, suggest best practices that can implement. " This set of best practices, "were developed by BenchmarkPortal? Currently there are companies that certify market contact centers. These companies argue that to obtain certification, the company should have process 1, 2 and 3 which gives the results A, B, C and D. If this is true obtain certification. What we do is different. As we have so much information from as many companies, Benchmark Portal shows what are the best organizations are working on a specific segment and explain what processes are using. From there, we compare market data and company, and if the results are within the parameters set these companies we think are very good, then we obtain the certification. Do not force it to have certain practices. Practices proposed by BenchmarkPortal arise from the experiences we have had with other companies. How are the contents of the training for agents and supervisors? These trainings were developed by AT & T. Through the years, we continue to develop these skills because you have to add the technology and new practices. I would say that each month to add something new arises. Moreover, in practice there are surveys that tell us what we should add or modify. For this we have a committee that reviews these issues and if we see it has value, we incorporate training. Similarly, we also do training tailored to the needs of the company. When they began to work in other markets that were not the U.S.? Several years ago. But in 2010 decided to focus on Latin America, primarily because there are many American companies are moving contact centers in the United States to Costa Rica, Mexico, Honduras, Panama and other countries. When we do audits in the U.S. and realize that we have centers in another country, do audits there too. Now we are focusing not just U.S. companies but also local businesses. What countries are developing businesses today? For now we are doing focus mainly in Mexico and Costa Rica. How are working in Costa Rica? Here we are working with government agencies that collaborate with the business contact. Now I'm working on a project in which the Cultural Center of Costa Rica has an intensive training in English. The Government has a vision that for a few years, 80 or 90% of the population will speak English. What we are doing is to incorporate specific training for contact centers. What services are taking place in Costa Rica? We currently have several private companies who are looking not only to training of agents, but also certification. There are many U.S. companies with contact centers in Costa Rica and want to ensure that the level of service they provide equal or similar to what had been living in the United States. Are you planning for the medium to long term to expand Benchmark Portal to South America? Yes. We currently have two clients in Chile. The countries included in our plan we are Costa Rica, Mexico and Argentina. That is, the idea is to look for customers in South America If, starting with Argentina.

 

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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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