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Call Center Benchmarking

It is becoming increasingly recognized that benchmarking is an essential function for a properly managed customer contact center. The insights, efficiencies and aids to decision-making that are offered through benchmarking are so compelling that managers cannot do without it and still consider themselves in line with professional standards.

BenchmarkPortal professionals pioneered contact center benchmarking. In 1995 they conducted the first scientific industry-wide benchmark study at Purdue University under a grant from IBM. BenchmarkPortal was awarded a U.S. Patent for its unique methodology of benchmarking call centers. As a result of over 15 years of dedication to contact center metrics and measurement, our offerings allow you to benchmark your call center in the following ways:

Benchmark Your Call Center

Our Benchmarking surveys are the easiest way for a call center to benchmark themselves against peers in our database of thousands of call centers. BenchmarkPortal, has collected key performance indicators from thousands of contact centers worldwide, creating the world's largest database of best practices statistics. Benchmarking will also help identify areas of strength and weakness in the center and, after a review with one of our experts, BenchmarkPortal can help identify areas for cost savings.

41-KPI  Benchmarking Survey: Purchase

Peer Group Benchmarking: Contact Us

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Top 100 Call Centers Contest

The Top 100 Call Center Contest is internationally recognized as the premier call center contest. Based on true performance metrics, your center is benchmarked against the world's largest database and then compared to companies of similar size. This unique opportunity is only available through BenchmarkPortal and has become the most highly regarded contest in our industry.

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The experts at BenchmarkPortal, under the leadership of Bruce Belfiore, invented iBenchmark. This automated benchmarking product puts technology and advanced processes to work for people who manage contact centers without the hassle of finding and inputting the metrics manually. Monitoring call center performance on a monthly basis will allow managers to make decisions and select improvement initiatives that will have measurable impacts on the financial and operational performance of the contact center. iBenchmark thus represents a major step forward for call center decision-makers.

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"Call Center Benchmarking is a structured, analytical approach to performance analysis which compares you to your industry peers on key performance metrics.  When complemented with a careful process of discovery and decision-making, benchmarking allows managers to optimize their operations and leverage best practices to gain and maintain a competitive advantage.  Properly utilized, benchmarking is a powerful management tool and provides a road map for continuous improvement."

Bruce L. Belfiore, Senior Research Executive, Center for Customer-Driven Quality and CEO of BenchmarkPortal

Benchmarking provides the following advantages:

  • Managerial visibility into your operations—on a quantitative basis.
  • Comparability to competitors: how are you really performing?
  • Pinpointing performance gaps with a high degree of precision.
  • Linking performance gaps to underlying contact center processes that may need fixing.
  • Spotlighting customer satisfaction, which is a key to unlocking higher value for your company.
  • Identifying and quantifying improvement initiatives.
  • Improving work life through targeted human resources initiatives.
  • Career enhancement through contact center certification programs.
  • Shareholder value improvement through measurable, earnings-per-share-oriented investments.

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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."


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