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Call Center Industry Reports

In today's economy the call center industry is changing at an incredibly fast pace. Leading products today can be tomorrow's outdated products because of a new advancement in technology, new methodologies of production, or a significant shift in industry trends and thinking.

As you manage your company's call center, the need to stay up-to-date about industry information and trends, gather research for precise decisions, and be one step ahead with current information, you need BenchmarkPortal. Our call center reports provide current information on over 40+ unique industries that will help you stay informed, up-to-date, and ahead of the competition.

BenchmarkPortal offers three standard types of reports, listed below. We are also able to create special reports upon request. These reports are updated on an annual basis, to assure that the data is current and relevant. Some of these are available immediately, while others may take up to five days to complete. We do our best to meet the time deadlines of our clients.

View our Sample Industry Reports Here »

Call Center Industry Reports - 22 KPI

Our 22 KPI Industry Benchmark Report contains information drawn from BenchmarkPortal's flagship benchmarking survey, the In-Depth Reality Check(TM), which is the acknowledged industry standard for contact center benchmarking.

Click Here For 22 KPI Call Center Industry Reports

Call Center Industry Reports - 12 KPI

Our 12 Key Performance Indicator Industry Benchmark Reports include a more limited number of metrics, which include those derived from our entry-level RealityCheck(TM) benchmarking survey.

Click Here For 12 KPI Call Center Industry Reports

Worldwide Call Center Industry Reports

Our Worldwide Industry Benchmark Report contains contact center best practices that reflect the aggregated responses of contact center managers and executives from three global regions – The Americas, EMEA (Europe, Middle East, Africa), and Asia Pacific - offered to Benchmarking Survey - InDepth RealityCheck™ questions related to key performance indicators (KPIs) within their contact center.

Click Here For Worldwide Call Center Industry Reports

Specialized Reports

While most users find that our standard reports meet their needs, some require reports drawn from special cuts of our database. Our experts would be happy to work with you if you have special requests.

A listing of commonly requested Industry Reports:

  • Catalog - Retail/Wholesale
  • Consumer Products - Consumables
  • Consumer Products - Durable Goods
  • Consumer Products - Electronics
  • Consumer Products - Non-Durable Goods
  • Financial Services - Banking
  • Financial Services - Brokerage
  • Financial Services - Credit Card
  • Government - Federal
  • Government – Soc. Svcs., Health & Welfare
  • Health Care - Provider/Hospitals
  • Health Care - Support Services
  • Insurance - General
  • Insurance - Health
  • Insurance - Life
  • Insurance - Property & Casualty
  • Level-One Technical Support
  • Manufacturing
  • Media - Publishing/Newspaper/Magazine
  • Technology - Computer Hardware
  • Technology - Computer Software
  • Telecom - Cellular/Wireless
  • Transportation- Rail/Trucking/Shipping/Courier
  • Travel & Hospitality
  • Utilities - IOU/Municipal/Other

 

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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