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FAQ

Here are some of the most frequently asked questions that we receive. If you have a question that's not answered here, please contact us.

BenchmarkPortal

How do I submit a Call Center Benchmarking Survey?

We have 2 survey options for companies to submit- 18 KPI & 41 KPI. Follow this link to begin:

http://www.benchmarkportal.com/call-center-benchmarking/call-center-benchmarking-surveys


How is BenchmarkPortal's Call Center Certification Program different from CIAC or COPC?

The BenchmarkPortal Certification program is unique in many different ways:

  • Largest data base of call center metrics in the world
  • We combine 3 aspects to the certification process (Call Center Metrics, Customer Satisfaction, Agent Satisfaction) no other company can offer this
  • 1x per month consultation post assessment/ certification via conference call to discuss improvements, new initiatives, and outlining a plan to maintain best practice. This builds off our existing communication with the company through our Relationship Managers that will continually be available for support through the length of the certification program.
  • 1x per quarter database submissions. This will allow companies to continually benchmark their centers vs the industry to so they can see the improvements made since the assessment/ certification

What type of industry reports do you offer?

  • Currently BenchmarkPortal has over 40 industry sectors in the database and is always growing
  • There are over 35,000 members in our benchmarking community to provide the most detailed reports in the industry
  • Currently we offer reports for select geographic areas such as- North Americas, Europe, Middle East, Africa, Asia Pacific, and World Wide

How do I enter the Top 100 Call Center Contest?

The Top 100 Call Center Contest has been a remarkable success and we strongly encourage all companies to enter. The contest compares centers based on number of agents (100 or less, 100 to 250, 250 & over). Unlike our certification process where we compare centers vs their peers, the Top 100 Contest compares your center across the board with other centers from different industries that are the same size. This gives a unique comparison that allows companies to see a new outlook on our their center compares across all industries.


If my center does not meet the needs for certification does BenchmarkPortal offer other programs for centers to improve?

Absolutely, we know the challenges that centers face and we have developed a Journey to Certification program for these centers. The Journey to Certification program includes a lot of the same steps as our Certification program and is done on a year to year basis. We work with your center over the course of a year through benchmarking exercises, consulting, a center assessment, and monthly consulting over the engagement. Through this program we have helped many Fortune 500 and not-for profit companies achieve best in class performance and maintain best practices.


What is your privacy policy/confidentiality agreement?

Please click the following link to read our privacy policy.

http://www.benchmarkportal.com/privacy


The College of Call Center Excellence

In Person Courses

In Person Course Cancellation Policy:

  • All students attending an In Person/Classroom courses have until thirty (30) days before to cancel your registration or it becomes credit for a future In Person/Classroom course.
  • Full payment is required prior to attendance.
  • In rare instances, a course will be rescheduled or postponed:
    • BenchmarkPortal will provide you at least 10 days notice
    • You may receive a full refund or take a credit toward another training course
    • BenchmarkPortal cannot be held responsible for penalties resulting from travel arrangements of any kind. BenchmarkPortal
  • No shows will also pay full course rates.

In the event that we do have to cancel a training course at the last minute, your relationship manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.

Certification:

  • After completion of an in person course, you will receive a Certificate on the final day of class.
  • Certification through BenchmarkPortal is an achievement that is recognized internationally.

General Information:

  • Certification through BenchmarkPortal is an achievement that is recognized internationally.
  • If you are purchasing one of the courses with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit). Especially if you are purchasing 1 or more In Person courses.

Live Online Courses

Live Online Course Cancellation Policy:

  • All students attending live online courses have until thirty (30) days before to cancel your registration or it becomes credit for a future live online course.
  • Full payment is required prior to attendance.
  • In rare instances, a course will be rescheduled or postponed:
    • BenchmarkPortal will provide you at least 48 hours notice
    • You may receive a full refund or take a credit toward another training course
  • No shows will also pay full course rates.

In the event that we do have to cancel a training course at the last minute, your relationship manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.

General Information:

  • After completion of a Live Online Course,  you will receive by email a Certificate of Completion.
  • Certification through BenchmarkPortal is an achievement that is recognized internationally.
  • The recommended internet speed is 2 MB & the minimum speed is at least 512 KB for the download speed on DSL or Broadband connection (wired or wireless).
  • If you are purchasing one of the courses with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit). Especially if you are purchasing 1 or more In Person courses.

On Demand Courses

On Demand Course Cancellation Policy:

  • Full payment is required prior to gaining access to your on demand courses.

Course Structure & Tests:

  • Each Course (ex. Analytics and Reporting) is comprised of a series of modules.
  • At the end of each module there is a quiz.
  • At the end of the course (ex. Analytics and Reporting) there is a final on line exam which must be passed with a 70% or higher and can be taken 3 times.

Certification:

  • After completion of an On Demand Certification Course or Completion of the On Demand Certification package you will receive by email a Certificate of Completion.
  • Certification through BenchmarkPortal is an achievement that is recognized internationally.

Completion Time:

  • We recommend completing your on demand course within 3 months. However, these courses do not expire.

General Tips:

  • Students can contact instructors via email.
  • The recommended internet speed is 2 MB & the minimum speed is at least 512 KB for the download speed on DSL or Broadband connection (wired or wireless).
  • If you are purchasing one of the courses with a business credit card please check your daily limits to avoid any possibility of the transaction getting declined (most cards have a $1,000 daily limit). Especially if you are purchasing 1 or more In Person courses.

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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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