HELLO THERE! PLEASE LOG-IN or CREATE ACCOUNT

• HOME
• CART

The Center for Customer-Driven Quality™, based at Purdue University, has been dedicated to providing quality information on performance and best practices to the customer contact sector since 1995. It benchmarks over 40 separate industry sectors and provides actionable benchmarking reports to managers and to consultants worldwide. Books, white papers and case studies authored by our experts can be found at www.BenchmarkPortal.com.

BenchmarkPortal also manages:

• The College of Call Center Excellence, which provides certificated in-person courses and e-training to managers, supervisors and agents in the contact center sector
• The Center of Excellence certification program, which is the industry's premier benchmark for excellence. A sample of our Certified Centers:

The BenchmarkPortal due diligence team is led by Bruce Belfiore, a graduate of Harvard Business and Law Schools, and a former M&A professional with investment banks in the U.S., London and Milan. He was a Series 7 license holder, and a member of the SFA in the United Kingdom. Bruce has written and spoken extensively in the United States and abroad, and holds both U.S. and Italian citizenships. He is the author of the book Benchmarking at its Best for Customer Contact Centers and has authored numerous whitepapers and case studies on new technologies and emerging best practices in the customer contact sector. He has consulted with many Fortune Global 500 companies and is the CEO of BenchmarkPortal, as well as Dean of the College of Call Center Excellence.

Contact us at

or call (800) 214-8929

The Call Center, or the Contact Center, is the focal point of customer contact, and deserves a close look as part of your due diligence.

This specialized assessment service is now available, using the world's oldest, largest and most respected database of Contact Center metrics. The Center for Customer-Driven Quality (CC-DQ), founded at Purdue University, in conjunction with BenchmarkPortal, has been benchmarking customer contact centers since 1995, and is a leading authority on Call Center best practices.

Our offering harnesses the database and expert knowledge of BenchmarkPortal / CC-DQ, providing management and advisors with valuable information to:

• Understand the current state of the customer contact function
• Assess and quantify risk
• Identify areas for improvement that can add value going forward.
  
  

The elements of our offering are:

• An In-Depth RealityCheck™ benchmarking survey report, which is the gold standard for the Call Center industry. It includes:

• Twenty-two key performance metrics that compare the Call Center to others in its industry
• A Balanced Scorecard, that groups the metrics into two categories:
  Efficiency, or cost-related metrics, and Effectiveness, or quality-related metrics
• A Performance Matrix, that puts these metrics through an expert formula and plots the target call center against its industry peers

• An On-Site Audit of the target customer contact center(s) by industry experts, certified by the Center for Customer-Driven Quality. These experts analyze the benchmarking results and conduct a structured, 24-process review of the center(s) using BenchmarkPortal's proprietary methodology. Typically, a team of experts will spend three days at each site to "bottom out" strengths and weaknesses that a potential acquirer should know about people, processes and technology, and how the center stacks up against current best practices.
• An Agent Satisfaction Survey. This in-depth look at the state of satisfaction, loyalty, and longevity of the customer care employees is a "must have" for acquiring companies. Created by our CC-DQ experts, this survey gives insights into agent attitudes, which studies show has high correlation with customer satisfaction. Happy agents make for happy customers. The reverse is also true. Open-ended questions also provide excellent insights and ideas for acquiring management.
• Caller Satisfaction Survey. This is tailored to the needs of the individual situation, and can be aimed at caller satisfaction only (i.e. measuring satisfaction with the customer contact function alone), or can be broadened to include customer satisfaction in general. We can also provide a critical assessment of the current survey methodologies utilized by the target company.
• The Audit will result in a PowerPoint Webex-style presentation, plus a concise written report that details the methodology, limitations, findings and conclusions of the Audit. (A template of a sample Audit report is available upon request).

We know M&A. Our CEO was an M&A professional who worked on transactions internationally. We can work quickly, flexibly and effectively, side-by-side with client teams and professional advisors.