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MultiChannel 16KPI Survey

  • To ensure your center´s performance is accurately compared to your chosen industry, please answer all of the following questions to the best of your ability.

  • A performance matrix is generated after submitting your answers. This is a graphical representation of your Contact Center´s performance in relation to your selected industry.

  • If you are not sure, or unable to obtain exact numbers, an estimate is an acceptable entry.

  • Returning users will be able to update previously submitted reports.

  • Be sure to convert all currency to U.S. dollars.

  • Omit percent signs (%), dollar signs ($) and commas (,).

  • Percent values can be entered as a rounded whole number or up to 2 decimal places. For Example: 45.12% can be entered as 45.12 or 45. Round at your own discretion.

  • Be aware that some questions are to be answered in minutes while other questions are to be answered in seconds. If an answer to a question is if 90 seconds, the appropriate response in minutes 1.5 minutes (90 seconds divided by 60), and vice versa.

  • A glossary of terms can be found here: Glossary of Terms

For additional assistance, please contact our support team by calling 800.214.8929 Ext. 1

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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


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