We have recently launched two new ongoing databases, for collections and for other outbound functions. The highly informative reports will help you compare your operation to others in your industry on investment efficiency, results efficiency and quality. We will bring the same rigor and experience to outbound analysis that has made our inbound benchmarking and certification process the industry standard.
The Outbound Report was developed in response to repeated requests by the market to provide competitive benchmarks so that managers of outbound centers would know how they compared with similar centers, and would be afforded guidance regarding where they should focus for improvement initiatives. As a relatively new subject of ongoing research, the Outbound sector has been designated by BenchmarkPortal's Statistics Committee of experts as an area of commitment for the future. This means that we will be pushing the frontiers of best practices benchmarking for outbound call centers to provide the best business intelligence possible for our user community.
Call Center Outbound Sales Survey |
Call Center Collections Survey |
| Sales, donations, and lead generation are the engines that keep every company or non-profit organization in business. Do it right and success is almost assured. Do it wrong and potential or existing customers will look at one of your competitors or donate to another cause. Our reports show all of the key performance indicators (KPI’s) that are essential for your center's success. | Collections operations must balance vigorous efforts to bring in the money owed without alienating or offending a customer. Promises to pay, average talk time, average live connects per agent hour are a few of the metrics that are benchmarked and analyzed to insure a positive outcome for your efforts. |
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(Coming Soon) |
What Do We Examine?
Investment Effectiveness
These metrics indicate the level of productivity your enterprise is receiving for the investment it is making in its outbound and collections efforts. Metrics such as dials per agent per hour, average talk time and metrics related to agent productivity all indicate how your center ranks regarding efficient deployment of resources.
Results Efficiency
These metrics reflect the actual results achieved, in terms of connects and revenues. Key performance indicators include average right party connects per hour, percent of calls that result in sale or donation, promises to pay, average collections value.
Quality
Traditionally, in the outbound sector, quality was not separately measured; a successful sale, a donation received, a promise to pay recorded, etc., were seen as sufficient indications that the agent had "connected" with the customer and had done a good job. However, increasing numbers of outbound operations are measuring and analyzing indices of quality traditionally used in the inbound sector.
Steps To Begin Benchmarking Your Outbound Call Center:
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Contact us today in one of the following ways to begin your Call Center Outbound & Collections Benchmarking Surveys.
- Online: Contact Form
- Call: 1-800-214-8929 Ext. 1
- Email: Sales@BenchmarkPortal.com
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Complete one of our call center benchmarking survey's by clicking below to begin.
- Online: Outbound Call Center Benchmarking Survey
- Online: Collections Call Center Benchmarking Survey - Coming Soon!
- Word Version: Outbound Call Center Benchmarking Survey - Coming Soon!
- Word Version: Collections Call Center Benchmarking Survey - Coming Soon!
- 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).
