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Call Center Industry Reports

As you manage your company's call center, look to BenchmarkPortal to provide the research and data you need. Our call center reports provide current information on over 40+ unique industries and will help you scope out your competitive performance, metric by metric.

BenchmarkPortal offers three standard types of reports, listed below. We are also able to create special reports upon request. These reports are updated on a regular 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 - 41 KPI

Our 41 KPI Industry Benchmark Report contains information drawn from BenchmarkPortal's flagship benchmarking survey, the In-Depth Reality Check™, which is the acknowledged industry standard for contact center benchmarking.

Worldwide Call Center Industry Reports

Our Worldwide Industry Benchmark Report contains contact center data broken out for three global regions – The Americas, EMEA (Europe, Middle East, Africa), and Asia-Pacific.

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."


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