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iBenchmark® Automated Benchmarking

iBenchmark

Ease + Expertise
iBenchmark Gives You The Best of Both World's

Automate Your Benchmarking and Receive Monthly Consulting With The Industry's Best Advisers!

Contact center managers know how useful benchmarking can be as part of an overall best practices improvement program. Managers identify competitive weak spots through their call center metrics and then take targeted actions to improve their performance.

The major issue that has prevented benchmarking from being an ongoing management tool is the major effort it takes to assemble and input the metrics, most of which come from the ACD, IVR or WFM systems. As a result, most centers benchmark only once per year and do not have continuous tracking of improvement initiatives, which reduces the benefit they could be getting.

After studying this issue, 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.

IVF Benchmark

Please Watch Our Recorded Live Webinar About iBenchmark:

In this webinar, you will learn how iBenchmark will:

  • Greatly improve customer service and pinpoint areas of potential cost savings
  • Provide monthly reports comparing your center's metrics to the industry and averages over a one-year period
  • Help you determine the competitive impact of improvements in metrics before you invest time and money (using the interactive "Sandbox Tool")
  • Uncover performance gaps compared with the industry
  • Point toward issues with people, processes, technology
  • Quantify and monetize gaps to show impact
  • Assist with decision-making and provide management with insights
  • Provide basis for improvement roadmaps and goal setting
  • Become a key element in your manager’s toolbox Provide hard evidence of value you bring to the enterprise

iBenchmark Works As Follows:

Monthly Reports To Help You Manage

BenchmarkPortal will provide you with the iBenchmark technology that allows your ACD (and eventually your IVR and Workforce Management Systems) to send metrics to us automatically. To do this, we have partnered with Symmetrics, creator of proven software that is simple to install and which makes the automated transfer of data easy and secure. Currently, iBenchmark is available for Nortel, Avaya, Cisco and Siemens ACDs. We are currently working to include other ACDs that should be available later in 2012.

Kickoff Call

We will hold a kickoff call with each user to include IT people from both sides to talk through the simple items needed to get iBenchmark up and running. We will also introduce your iBenchmark expert and your BenchmarkPortal relationship manager at that time (If you already have an expert and a relationship manager assigned, you will continue with them for purposes of iBenchmark).

Setup

The IT people for both sides will then set up the iBenchmark data feed, which normally takes a day or two.

Meetings

Once data is received, your BenchmarkPortal relationship manager will contact you to set up a GoToMeeting to review your results.

Personal Access to Reports

Once iBenchmark is fully functioning, you will be able to access a series of useful, benchmark-related reports via your own, password-protected area of BenchmarkPortal's website.

Reviewing Your Results With a Certified Expert Each Month

Your certified expert will dig into your metrics, help you interpret your benchmarking results and guide you through a process of discernment, decision-making and execution of improvement initiatives. This includes reviewing your results with you by WebEx each month, and tracking your metrics and calculating your improvements in terms of costs and in terms of quality and customer satisfaction. In this way, we believe that iBenchmark will become a valued part of your management approach. iBenchmark reports can become key components of your presentations to senior management and will show the progress you are making and the value you are adding.

The Advantage of Expert Advice – BMP’s Certified Experts:

  • Have years of contact center experience 
  • Are recognized leaders, instructors and authors
  • Provide monthly updates via WebEx-style conference call
  • Are available for on-site assistance
  • Provide just the right level of support for managers’ individual needs
  • Can demonstrate savings and ROI - even EPS calculations

COE Maintenance

For centers which have made it their objective to reach and maintain status as a certified Contact Center of Excellence, iBenchmark offers the perfect way to monitor status on a monthly basis, rather than wait and be surprised or blindsided at the end of each certification year.

Security of Data

BenchmarkPortal has been the trusted repository of confidential contact center data for over a decade. We take our responsibility in this regard very seriously. While iBenchmark represents a new and better way to benchmark, BenchmarkPortal's commitment to security remains as high as ever. iBenchmark was developed with our partner Symmetrics Business Intelligence, specialists in contact center reporting and analysis software. Symmetrics has intimate understanding of contact center systems, applications and environments, and already serves the reporting and analysis needs of hundreds of customer contact operations worldwide.

iBenchmark Data Connector

A key component of this service is the iBenchmark data connector, which replicates statistical information from your Automated Call Distribution (ACD) system and transmits it in encrypted form through the Internet to BenchmarkPortal’s servers, where they are added to the database from which industry averages are derived. More importantly, they allow you and your BenchmarkPortal consultants to compare your contact center’s specific metrics to industry averages in customized iBenchmark reports. iBenchmark is designed with both simplicity and security in mind. First, your BenchmarkPortal consultants will host a kick-off webinar conference with your IT staff to review systems requirements and address any questions or concerns. The iBenchmark data connector is then installed remotely by iBenchmark professional services personnel (typically over a temporary VPN connection) on a server running on the same internal network as your ACD. Once a day, the iBenchmark data connector will replicate selected data and statistics for encrypted transmittal to BenchmarkPortal’s servers; this requires a secure connection through your internal firewall, usually through ports 80 and 443. Note that all data transmissions use the same industry-standard encryption as major banks and electronic retailers. The iBenchmark system is protected by BenchmarkPortal's exclusive, patented benchmarking process.

Ongoing Technical Support

The iBenchmark data connector is designed as a “set-and-forget” service that will require minimal supervision from your IT staff. iBenchmark professional services personnel will make arrangements for VPN access as required for periodic remote updates and maintenance.


How Much Does iBenchmark Cost?

BenchmarkPortal has made this advanced tool available to contact center managers at an affordable price. The cost for customers is substantially less than the cost of just one FTE agent! In addition, BenchmarkPortal guarantees that you will receive more benefit from this program than its cost. This money-back ROI guarantee reflects our confidence that iBenchmark will add extraordinary value to your center.


Steps To Begin iBenchmark:

  1. Recruiting New iBenchmark Customers: We are now recruiting new customers for iBenchmark. Those who are accepted into the program will be given special pricing terms for iBenchmark through 2014. Users will sign a special customer agreement with preferred pricing. Please let your BenchmarkPortal Relationship Manager know of your interest in becoming a iBenchmark user today. Please be sure to indicate what type of ACD you have.
  2. Contact us today in one of the following ways to get started with iBenchmark.

 

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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."
ARAG GROUP

 

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