The Center for Customer-Driven Quality (CCDQ) at Purdue University is internationally recognized as the premier research and education organization for customer access issues. Our partnership between our educational/research institution and the corporate world is what enables us to provide leading edge research and education to the ever-critical customer contact/service industry.
The Center for Customer-Driven Quality has been actively benchmarking call/contact centers under the direction of Dr. Jon Anton since 1995. During this time the Call Center Benchmark Survey has become an internationally recognized data source.
Due to the popularity and growth of the benchmark survey, the Purdue Research Foundation licensed BenchmarkPortal, Inc. as the business entity to technically support data collection and to distribute the survey results to the customer contact industry. The benchmark study, and its resulting reports, are designed to encourage participants to conduct a self-assessment of their call center performance as compared to best practices of top performing call and contact centers. In this way our benchmarking reports help to raise the bar globally for excellent customer service, which is both our vocation and our passion.
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