BenchmarkPortal is the leader in Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the contact center industry and now hosts the world's largest call center metrics database. Now led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry. BenchmarkPortal's activities include The College of Call Center Excellence, a leader in call center training and certification, and CallTalk, the first on-line talk show specifically focused on the call center industry. Join our community today by benchmarking your call center with our 12 KPI Benchmarking Survey on our website. Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness. For a full listing of BenchmarkPortal areas of expertise, see:
- Call Center Benchmarking
- Call Center Certification
- Call Center Training
- Call Center Assessments
- Call Center Certification
- Call Center Peer Group Reports
- Call Center Industry Reports
- Call Center White Papers
Call Center Benchmarking
It is becoming increasingly recognized that benchmarking is an essential function for a properly managed customer contact center. The insights, efficiencies and aids to decision-making that are offered through benchmarking are so compelling that managers cannot do without it and still consider themselves in line with professional standards. BenchmarkPortal professionals pioneered contact center benchmarking. In 1995 they conducted the first scientific industry-wide benchmark study at Purdue University under a grant from IBM. BenchmarkPortal uses this data to provide call center managers via 12 & 22 KPI Benchmarking reports with information that empower managers to:
- Compare their performance against an appropriate peer group of call centers
- Make optimal, fact-based decisions regarding capital investment, personnel, procedures, etc.
- Get recommendations on how to improve their contact center
- Determine if they qualify for our Call Center Certification
Through our reports, as well as our leading edge research, we aim to contribute to the continual improvement processes of individual customer call centers, and ultimately to improve the performance of this vital sector as a whole, worldwide.
View more information on Call Center Benchmarking »
Call Center Certification
The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.The certification process is management's best path to a World Class Quality Call Center. Contact Centers achieve the Center of Excellence distinction based on a best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
A contact center that has been certified as a Center of Excellence by BenchmarkPortal has met and/or surpassed rigorous standards of efficiency and effectiveness. This certification is unique in that its achievement is ascertained strictly “by the numbers.” This means that the BenchmarkPortal team audits and verifies the center’s key performance indicators and compare that data to data from other peer organizations. This is different from other types of contact center certifications that typically focus on less results-oriented measures, such as process handling methods and procedures.
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Call Center Training
We have partnered with The College of Call Center Excellence (formerly AT&T's training program) to offer training and certification for Managers, Supervisors, and Agents. The College of Call Center Excellence offers one of the most highly sought after Call Center Training Certification programs in the country, led by the industry's top-rated instructors, with over 150 years combined experience. These courses will equip you with the skill set that you need to improve your call center's performance. You will be able to return to your business and drive effective change for your contact center using best practice methods validated by the nation's premier call center institute: The Center for Customer-Driven Quality at Purdue University.
View more information on our Call Center Training Courses »
Call Center Assessments
BenchmarkPortal will help your contact center balance customer expectations and financial objectives by identifying the performance metrics that will drive success. Our assessment process will make performance gaps more obvious and will help pinpoint the initiative that commits a minimum of resources to achieve the best performance results.
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Call Center Industry Reports
We have turned many of our best practice research into a number of reading materials such as Industry Reports, White Papers and Books. BenchmarkPortal's Industry reports are America's richest source of Call Center information. They provide independent, accurate, comprehensive, and up to date research. We offer 12 and 28 Key Performance Indicator (KPI) reports for just about every industry. As the economy and business goals change, Industry Reports can provide critical information that will ultimately affect your bottom line.
View more information on our Call Center Industry Reports »
iBenchmark
iBenchmark provides you with technology that allows your ACD (and eventually your IVR and Workforce Management Systems) to send metrics to us automatically on a monthly basis. To do this, we have partnered with Symmetrics, creator of proven software that is simple to install and which makes the monthly transfer of data easy and secure. The first betas we are recruiting must use Nortel or Avaya ACDs, and will begin testing during July 2011. Users of other ACDs will follow as betas in quick succession during the second half of 2011.
Once iBenchmark is fully functioning, you will be able to access a series of useful, benchmark-related reports via your own, password-protected area of BenchmarkPortal's website. These will be available 24/7.
View more information on iBenchmark »
Top 100 Call Centers Contest
BenchmarkPortal, along with The Center for Customer-Driven Quality, sponsors this Annual Call Center Benchmarking Study, which features the "Top 100 Call Centers" Contest for centers located in North America. The Center for Customer-Driven Quality™ (CCDQ), founded at Purdue University, is internationally recognized as the premier research and educational organization for customer contact best practices. Thanks to your participation, our benchmarking surveys and reports have become the recognized data source for forward-looking managers around the world.
View more information on our Top 100 Call Centers Contest »
About The Center for Customer-Driven Quality
The Center for Customer-Driven Quality (CCDQ) is internationally recognized as the premier research organization for customer contact issues. The Center was founded at Purdue University in 1994 and has since moved off campus and is currently administered by BenchmarkPortal under license from the Purdue Research Foundation.
