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Benchmark Your Call Center

BenchmarkPortal professionals pioneered contact center benchmarking. In 1995 we 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. We continue to expand and refine Benchmarking metrics and techniques.

We have done everything possible to simplify the survey experience, and provide a complete glossary of terms to assist with any questions. Your metrics will become part of our secure database, which is the largest in the world of contact center KPIs. We will then create an individualized report just for you, which will show your metrics next to the averages for your industry sector. It will also show your position against your industry overall, on our proprietary four-quadrant matrix. We continuously update and incorporate our latest research to include KPIs that are critical to a center’s success in today’s multi-channel world.

You are here because you recognize that benchmarking is an essential management tool. It is a key reference point for managers wanting to see where they stand against their industry peers, and aiming to optimize their centers in terms of efficiency and effectiveness.

When coupled with insights from our experts, the metrics come to life and help you identify needed improvements in people, processes and technology. In fact, today’s managers will find it difficult to consider themselves aligned with current professional standards if they do not regularly benchmark their operations.

Call Center Benchmarking 18-KPI's

18-KPI Benchmarking Survey
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This complimentary 18-KPI benchmarking survey report 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 40-minute benchmarking Readout with a Certified Contact Center Expert! After the review, you will receive a copy of the 18-KPI report and the benchmarking presentation to share internally with your organization.

This benchmarking survey comes with the following:

  • 18-KPI Benchmarking Survey Report
  • Complimentary 40-min. report readout with a BMP Expert
  • A copy of the analysis PowerPoint presentation

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Call Center Benchmarking 41-KPI's

41-KPI Benchmarking Survey

This 41-KPI in-depth survey will provide your organization with an much 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 Certified Contact Center Expert! After the presentation you will receive a copy of the 41-KPI report and the benchmarking analysis presentation to share internally with your organization.

This benchmarking survey comes with the following:

  • 41-KPI In-Depth Benchmarking Survey Report
  • 60-min. analysis with a BMP expert
  • A copy of the analysis PowerPoint presentation

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Peer Group Benchmarking Survey
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Although there are many parameters to measure in a call center, 41 Key Performance Indicators (KPI's) have been found to strongly correlate to optimizing the quality and quantity of calls handled. Frequently, senior corporate, marketing, and call center executives are interested to see how their company would compare to other industry leaders and competitors. Our reports have shown themselves to be practical, actionable tools for continuous improvement.

This benchmarking survey comes with the following:

  • Tables of key classification characteristics
  • Performance matrix that compares you to your industry, and specifically your peer group,
  • Table of KPI's that indicate the effectiveness (or quality) of your call center,
  • Table of KPI's that indicate the efficiency (or cost elements) of your call center,
  • Our glossary of terms and definitions.

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Benchmarking provides the following advantages:Call Center Benchmarking Value Cycle

  • Managerial visibility into your operations by contact channel—on a quantitative basis.
  • Comparability to Industry peers and competitors: how are you really performing?
  • Pinpointing performance gaps across contact channels with a high degree of precision.
  • Linking performance gaps to underlying contact center channel conflicts or processes that may need fixing.
  • Spotlighting customer satisfaction, which is a key to unlocking higher value for your company.
  • Identifying and quantifying call avoidance and call deflection opportunities and process 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

Contact Center Managers Around The World Use These Benchmark Reports To:

  • Establish an objective baseline of current performance against industry peers.
  • Identify strengths to be cultivated and weaknesses to be addressed.
  • Create road maps for improvement.
  • Lead toward certification as a Call Center of Excellence by BenchmarkPortal.

"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 and CEO of BenchmarkPortal

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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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