Dru Phelps has over 25 years of experience in the customer service industry and has been a Senior Consultant with BenchmarkPortal for over a decade. She worked closely with Dr. Jon Anton, founder of the Center for Customer- Driven Quality at Purdue University, to co-author the book How to Conduct a Call Center Performance Audit: A to Z.
Today as a Certified Auditor for BenchmarkPortal, Dru is skilled in identifying those best practices which can positively impact a company's bottom line ROI. As a certified instructor for BenchmarkPortal's College of Call Center Excellence division, she is active in developing and delivering Certified Leadership courses to call center managers and supervisors. Dru has appeared at numerous call center events in the United States and abroad, where she has delivered keynote addresses and has led interactive workshops on benchmarking.
In her long-time career as an industry consultant, she has acquired a depth of knowledge about call center operations, embracing sales, support, and service. She has expertise in performance assessments, analysis of diagnostic benchmarks, process management, and analyzing and optimizing ROI. She served as Performance Director for a 200-seat fulfillment call center, acted as project manager to integrate self-directed work teams for a 600-agent operation, and functioned as national trainer for a help desk outsourcer. She continuously shares knowledge to improve first call resolution and other key metrics.
As an avid researcher on our Industry, Dru worked on projects with famed quality assurance pioneer and expert Dr. Edward Deming. She served as quality assessor for the prestigious Malcolm Baldrige Awards Program. She has also led ISO/QS9000 and total quality management consulting engagements and taught as an Adjunct Faculty member for the University of Phoenix MBA program for four years.
Dru graduated with honors from Purdue University's College of Technology with a B.S. degree in Organizational Leadership/ Industrial Engineering. Her M.S. degree is from the University of Southern California in Systems Management/Human Resources. Since 2003, Dru serves on the distinguished alumni Advisory Board at Purdue University.
