Compare your call centers performance against its industry peers and see where you compare and how to improve your call center!
Researchers at BenchmarkPortal, in conjunction with the Center for Customer-Driven Quality™ founded, have been collecting call center performance data since 1995. Although there are many parameters to measure in a call center, twenty-two 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 the best practices of other industry leaders and competitors. Specifically, the executive management would like to know "How would we fare when compared specifically with those companies having world class reputations in customer service? As such, our reports have shown themselves to be practical, actionable tools for continuous improvement"
BenchmarkPortal was awarded a U.S. Patent for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing the call center peer group report.
View a Sample Call Center Peer Group Benchmarking Report
View a Sample 22 KPI Benchmarking Survey Used for Peer Group Reports
The Call Center Peer Group Report includes the following elements:
- 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.
Our Call Center Benchmark Reports have been used by call center managers around the world 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 under the program administered by the Center for Customer-Driven Quality and BenchmarkPortal.
Steps To Begin Your Call Center Peer Group Benchmarking:
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Contact us today in one of the following ways to begin your Call Center Peer Group Benchmarking.
- Online: Contact Form
- Call: 1-800-214-8929 Ext. 1
- Email: Sales@BenchmarkPortal.com
- Complete one of our call center benchmarking survey's online or by filling out the word version
- Then we will run the report for you and set up a review of your data and matrix position which shows how you compare to your Peers. You will receive your balanced scorecard of efficiency to effectiveness (see matrix below).
