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Call Center Assessments

Call Center Assessments - Journey To Excellence

BenchmarkPortal'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.

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Call Center Operations - Optimization/Re-Engineering Assessments

BenchmarkPortal'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.

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Customer & Agent Satisfaction Assessments

BenchmarkPortal'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.

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Technology Assessments

Our Call Center Technology Assessment is designed for managers who want to get a holistic view of the current state of their contact center operations, so as to understand how effectively their technology platform supports them. The output of our Call Center Technology Assessment is a road map to a more efficient and effective center.

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Call Center IVR Assessment

Whether 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.

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Call Center Outsourcer Assessment

Outsourcer 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.

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Call Center Due Diligence

Our call center due diligence program harnesses the world's largest database and expert knowledge of the call center industry. BenchmarkPortal's team 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.

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
ARAG GROUP

 

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