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Call Center Peer Group Benchmarking

Compare your call center's performance against its industry peers and see how you compare and how to improve your call center!

Researchers at BenchmarkPortal have been collecting call center performance data since 1995. Although there are many parameters to measure in a call center, 40 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.

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.

Peer Group Benchmarking

View a Sample Call Center Peer Group Benchmarking Report

View a Sample 22 KPI Benchmarking Survey Used for Peer Group Reports

Contact Center Peer Group Reports Include 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.

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.

Steps To Begin Your Call Center Peer Group Benchmarking:

  1. Contact us today in one of the following ways to begin your Call Center Peer Group Benchmarking.

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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."
Angela Ballantine, Director, Customer Care, ARAG GROUP

CallTallk Online Radio Show

Topic: Adding Sales to Your Customer Service Culture: How You Can Start Paying For Your Center in Three Months

Transitioning your call center from a typical “customer service” environment to a “sales” environment can be a challenging, however, in today’s competitive environment, it is critical to have everyone in your organization focused on upselling or cross selling products/services. My topic of adding sales to your customer service culture will provide you with strategies for making this transition and ensuring your call center is a revenue generator for your company. These strategies allowed our call center to begin to pay for our own operating expenses within three months, improved the morale of the employees and providing more opportunities for all center personnel.
Host: Bruce Belfiore, CEO, Dee Buell, Senior Consultant, BenchmarkPortal and Susan Wolski, TXU Energy
Date: Wed. June 12, 2013
10am PT/1pm ET