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In 1995, Dr. Jon Anton of the
Center for Customer-Driven Quality at Purdue University started benchmarking call
centers with the help of graduate students. The first annual
study, sponsored by IBM, attracted over 500 participants and
yielded the industry's very first best practice statistics.
The following year the study was sponsored by Ameritech. By
1999, Purdue University recognized that this initiative was
adding tremendous value to the call center community and
decided to outsource it to BenchmarkPortal to enable it to
reach its full potential. BenchmarkPortal now has responsibility for providing benchmarking services to the contact center industry.
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