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Compare your Call Centers performance against its Industry Peers

Click here to see a sample Call Center Peer Group Benchmarking Report

Click here to see the Call Center Questionnaire developed by BenchmarkPortal

Compare your call centers performance against its industry peers and see where you compare and how to improve your call center!

Researchers at BenchmarkPortal, in conjunction with the academic staff at the Center for Customer-Driven Quality™ founded at Purdue University, have been collecting call center performance data since 1995. Although there are many parameters to measure in a call center, twenty-two Key Performance Indicators (KPIs) have been found to strongly correlate to optimizing the quality and quantity of calls handled.

Frequently, senior corporate, marketing, and call center executives are interested to see how their company would compare to the best practices of other industry leaders and competitors. Specifically, the executive management would like to know "How would we fare when compared specifically with those companies having world class reputations in customer service? As such, our reports have shown themselves to be practical, actionable tools for continuous improvement"

BenchmarkPortal was awarded a U.S. Patent for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing the call center peer group report.

The Call Center Peer Group Report includes the following elements:

1. Tables of key classification characteristics
2. Performance matrix that compares you to your industry, and specifically your peer group,
3. Table of KPIs that indicate the effectiveness (or quality) of your call center,
4. Table of KPIs that indicate the efficiency (or cost elements) of your call center,
5. Our glossary of terms and definitions.

Our Call Center Benchmark Reports have been used by call center managers around the world to:

1. Establish an objective baseline of current performance against industry peers.
2. Identify strengths to be cultivated and weaknesses to be addressed.
3. Create roadmaps for improvement.
4. Lead toward certification as a Call Center of Excellence under the program administered by the Center for Customer-Driven Quality and BenchmarkPortal.

Compare your Call Center's performance against its industry peers.