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Worldwide Call Center Industry Reports

BenchmarkPortal's Industry reports, America's richest source of Call Center information. They provide independent, accurate, comprehensive, and up-to-date research.

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.

View our Sample Industry Reports Here »

Within This 140+ Page Report You Will Find:

  • 15 full-page tables (5 per geographical region) of industry averages and best of industry averages for an extensive array of call center efficiency and effectiveness key performance metrics
  • 14 graphical illustrations showing side-by-side geographical region comparisons of best practice KPIs along with findings and Interpretations
  • A best practice report on quality monitoring & coaching
  • A glossary of over 165 standard contact center and benchmark terms with definitions and related computational formulas

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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