We are a contact center consultant for call center operation management

COMPANY HISTORY

In 1995, Dr. Jon Anton of the Center for Customer-Driven Quality at Purdue University started benchmarking call centers with the help of graduate students. The first annual study, sponsored by IBM, attracted over 500 participants and yielded the industry's very first best practice statistics. The following year the study was sponsored by Ameritech. By 1999, Purdue University recognized that this initiative was adding tremendous value to the call center community and decided to outsource it to BenchmarkPortal to enable it to reach its full potential. BenchmarkPortal now has responsibility for providing benchmarking services to the contact center industry.

WHO ARE WE?

MISSION STATEMENT

BenchmarkPortal is the source for Customer Relationship Management (CRM) best practices information for call centers.

We are continually growing our database, already the world's largest, for call center metrics. We are extending both its national and international reach.

We provide our data to call center managers via a series of unique and actionable reports. With these reports managers can: a) compare their performance against an appropriate peer group of call centers; and b) make optimal, fact-based decisions regarding capital investment, personnel, procedures, etc.

Through our reports, as well as our leading edge research, we aim to contribute to the continual improvement processes of individual customer call centers, and ultimately to improve the performance of this vital sector as a whole, worldwide.

OUR TEAM