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
Call Center benchmarking is relatively new and was first initiated at Purdue University by Dr. Jon Anton in 1995 with a grant from IBM. The database is now outsourced for data management, maintenance, and information distribution to BenchmarkPortal, We are still continually growing our database, already the world's largest, for call center metrics by conducting data drives twice a year to have the most up to date information in the industry. 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.
Call Center Training & Education
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. We offer this in three formats- In Person Courses at select locations, Live On-Line and On Demand to suit your needs.
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.
Call Center Consulting
We are skilled at examining all aspects of contact center operations. We help you 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 help to pinpoint the initiative that commits a minimum of resources to achieve the best performance results.
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.
