Our call center 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.
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.
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12 KPI Benchmarking SurveyThis complimentary 12 KPI benchmarking survey will provide your organization with a quick snapshot of your company compared to the industry you have selected. Once we receive the information we will verify the data and set up a benchmarking presentation with a CCDQ Certified Call Center Auditor! After the presentation you will receive a copy of the 12 KPI report and the benchmarking presentation to share internally with your organization. Click below to see: |
22 KPI Benchmarking SurveyThis 22 KPI in-depth survey will provide your organization with an even deeper dive into the current state of your contact center. This is the same highly regarded survey that has been used with clients in our Certification and Assessment programs. Once we receive the information we will verify the data and set up an in-depth benchmarking presentation with a CCDQ Certified Call Center Auditor! After the presentation you will receive a copy of the 22 KPI report and the benchmarking presentation to share internally with your organization. Click below to see: |
| Start Survey | Start Survey |
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.
"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
Steps To Begin Benchmarking Your Call Center:
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Complete one of our survey's by following a link below. The 12 KPI call center benchmarking survey is complimentary and can be completed online or by filling out the word version. The 22 KPI benchmarking survey can be purchased through our store by clicking below or by contacting us.
- Online: 12 KPI Benchmarking Survey: RealityCheck
- Word Version: 12 KPI Benchmarking Survey: RealityCheck
- Purchase Online: 22 KPI Benchmarking Survey: In-Depth RealityCheck
- Once we receive the information we will verify the data and set up a benchmarking presentation with a CCDQ Certified Call Center Auditor! After the presentation you will receive a copy of the benchmarking report and presentation to share internally with your organization.
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Contact us today in one of the following ways to begin benchmarking your center.
- Online: Contact Form
- Call: 1-800-214-8929 Ext. 1
- Email: Sales@BenchmarkPortal.com
