Contact Center
Assessments
Identify Gaps. Improve Performance.
Get an expert, independent view of your contact center and uncover opportunities to improve performance, customer experience and efficiency.
Choose from focused, virtual or on-site assessments.
Focused Contact Center Assessments
Target specific areas of your operation with expert analysis and actionable recommendations.
Customer Experience Journey
Evaluate the customer journey across channels to identify gaps, friction points and opportunities to create a better experience.
Learning Assessments
Evaluate how effectively your learning programs prepare agents to serve customers and identify opportunities to strengthen training.
Customer & Agent Satisfaction Assessments
Measure customer and agent satisfaction using proven research and methodologies, then turn the findings into opportunities for improvement.
Technology Assessments
Evaluate how effectively your technology supports your operation and receive a roadmap for greater efficiency and performance.
Optimization/Re-Engineering Assessments
Identify opportunities to streamline processes, improve efficiency and better align your contact center with business objectives.
Contact Center Due Diligence
Gain an independent assessment of contact center performance, operational risk and opportunities for improvement.
Contact Center IVR Assessment
Optimize your IVR and self-service experience with expert recommendations designed to improve performance and the customer journey.
“For anyone who is considering an Onsite Assessment with BenchmarkPortal, I would say to do so. The thoroughness and depth of the process was superb and the Certified Auditor was impressive. She captured the culture of our call center and of our College. We learned a lot in the process and the auditor offered substantial & tangible feedback on our overall operation. In addition, BenchmarkPortal is backed by the database and methodologies originally developed at Purdue, which made all recommendations more credible.”
Virtual Contact Center Assessments
Expert Insight. No On-Site Visit Required.
Our Virtual Assessment combines benchmarking, customer and agent feedback, and expert analysis to identify performance gaps and create an improvement roadmap.
What's Included
-
41-KPI Contact Center Benchmark Survey
-
Customer satisfaction survey
-
Agent feedback survey
-
Expert analysis
-
Executive findings and recommendations
-
Improvement roadmap
-
Optional monthly progress check-ins
First Time Benchmarking?
Our Team-Assisted Virtual Assessment (TAVA) provides additional expert support for data gathering and validation, either remotely or on-site.
On-Site Contact Center Assessments
A 360° View of Your Contact Center
Our comprehensive On-Site Assessment combines benchmarking, stakeholder input and direct observation to uncover strengths, performance gaps and opportunities for improvement.
Includes two days with a BenchmarkPortal expert at your site.
Before the Visit
Benchmarking, customer and agent surveys, operational review and expert pre-visit analysis.
On-Site
Stakeholder workshops, agent observations, focus groups, metric reviews and process evaluation.
After the Visit
Receive expert findings, actionable recommendations and a prioritized improvement roadmap, with ongoing progress check-ins.
Ready to Improve Your Contact Center?
Find the assessment that fits your goals and uncover your biggest opportunities for improvement.