Call Center Assessments - Journey To ExcellenceBenchmarkPortal's Journey to Excellence program is catered to those centers that have not met the criteria for call center certification. We develop a customized consulting & assessment program over a 12 month period to improve your call centers effectiveness & efficiency. We help you balance customer expectations and financial objectives by identifying the performance metrics that will drive success. Our assessment process will make performance gaps more obvious and will help pinpoint the initiative that commits a minimum of resources to achieve the best performance results. |
Customer & Agent Satisfaction AssessmentsBenchmarkPortal's customer & agent satisfaction surveys are backed by years of research and data collection. Many of our certified centers of excellence continuously use these surveys to monitor levels of satisfaction. Our methodology and suggestions for improvement will help align the surveys with your customer facing departments, including recruiting, training, performance compensation, product marketing, and more. |
Call Center IVR AssessmentWhether you are improving upon an existing IVR system or beginning from the ground up, BenchmarkPortal has an assessment plan that will provide immediate recommendations on how to improve and optimize your IVR and improve your self service. |
Call Center Outsourcer AssessmentOutsourcer certification shows their prospective clients that their center is functioning efficiently and effectively enough for them to take over their important calls. With its proven experience in benchmarking and certifying hundreds of Fortune 500 call centers nationwide, BenchmarkPortal ‘s certification process is your outsourcer’s best path towards becoming a World Class Quality Call Center. |
Call Center Due DiligenceOur call center due diligence program harnesses the world's largest database and expert knowledge of the call center industry. BenchmarkPortal's team along with the Center for Customer Driven Quality will provide management and advisers with valuable information to understand the current state of the customer contact function, assess and quantify risk and identify areas for improvement that can add value going forward. |
