Top 100 Call Center Contest FAQ BenchmarkPortal Top 100 Call Center

15th Annual Call Center Benchmarking Study & Top 100 Call Center Contest

BenchmarkPortal, along with The Center for Customer-Driven Quality, invites you to participate in our 15th Annual Call Center Benchmarking Study, which will feature a new 'Top 100 Call Centers' Contest for centers located in North America. The Center for Customer-Driven Quality™ (CCDQ), founded at Purdue University, is internationally recognized as the premier research and educational organization for customer contact best practices. Thanks to your participation, our benchmarking surveys and reports have become the recognized data source for forward-looking managers around the world. On the 15th anniversary of our first benchmarking study, we would like to celebrate with members of our community by recognizing top performers.

The ability to compare your company with your industry peers and then analyze the results is the best way to build your value as a call center and to continuously improve your service to customers. Benchmarking helps you to run a more effective and efficient call center. This allows for you to differentiate your company vs. your competitors and have the competitive advantage!

The primary reasons to benchmark your call center are as follows:

  1. Comparisons indicate competitive strengths and weaknesses, and help to overcome the typical barriers to change.
  2. You can further magnify performance gaps by calculating the dollar value of poor performance.
  3. Finally, the main purpose of benchmarking is to help you select the one initiative that commits a minimum of company resources to achieve the best performance goals and objectives. Said another way, benchmarking helps you select the "low hanging fruit" to improve your center.
In Depth RealityCheck

Here is how it works:

  1. Fill out the In-depth RealityCheck™:
    • Fill it out online: or click image on the right
  2. Submit your completed survey and we will send you a 22 page In-Depth RealityCheck™ report that benchmarks you against your industry ($1,500 value -- yours without charge as part of our 15th anniversary celebration).
  3. We will schedule a "read out" of your In-Depth RealityCheck with an expert certified by the Center for Customer-Driven Quality, who will review your data via a personalized webcast. During the read out, the expert will explain how the report works and review performance gaps compared with your industry. This will indicate what you are doing well and will identify areas to improve. It will also provide an idea of the money you could save by eliminating your negative performance gaps.

    4. How we determine the winners:

    In order to win, your call center must be an inbound call center located in the United States or Canada. All Key Performance Indicators submitted will be crosschecked by our system and will also be reviewed and approved by a Certified Call Center Expert. The winner will be the center with the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal's expert formula.

    Top 100 awards will be given for three separate categories (a total of 300 awards):

    • Large Centers: Over 250 agents
    • Medium-sized centers: From 100 to 249 agents
    • Smaller centers: Fewer than 100 agents (we welcome contestants down to 5 agents)

    1. The Top 10 recipients from each group will receive a trophy to commemorate the achievement
    2. The remaining centers from each group will receive a certificate to commemorate the achievement
    3. One Call Center will be announced as the winner from each group and will receive $2,000 to fund a celebratory event for the center
    4. Each group will also have a 2nd place finalist that will receive $1,000 for a celebration event, and a 3rd place finalist that will receive $500
    5. The call center contest will close on January 31st 2011
    6. BenchmarkPortal will announce the winners and Top 100 for all three categories on February 15th 2011
    7. Opportunity to secure use of Top 100 Seal on all marketing pieces including, web site, social media, advertisements, print ads, press releases

    NOTE: Looking forward to next year, we want to celebrate improvement as well as excellence. Therefore we will offer an award for:

    • Most Improved Call Center (ALL centers who participate in this contest will be eligible for the most improved award in the 2011 Contest)

    As a participant in our survey you will receive the following:

    1. A complete copy of your In-Depth RealityCheck report and a full read out with a certified expert ($1,500 Value).
    2. Entry into contest for Top 100 for your size category
    3. Entry into contest for Most Improved Call Center (2011)

    This extraordinary offer is being sponsored by the Center for Customer-Driven Quality for the benefit of our community members. Please feel free to contact us with any questions. Good Luck!