Manager of the Center for Customer Driven Quality at Purdue and Director of Benchmarking Research at BenchmarkPortal . In this capacity at BenchmarkPortal, he works with companies to benchmark their call center and identify those initiatives enabling them to attain the coveted certification as a "Center of Excellence" awarded by BenchmarkPortal and recognized by the Center for Customer-Driven Quality at Purdue. His other works at BenchmarkPortal include performing on-site assessments, contributing to research projects, white papers and consulting engagements, and the development of benchmarking surveys and reports.
In his career with BenchmarkPortal, Kamal assisted Dr. Jon Anton in the development of the BenchmarkPortal process for on-site assessments. In addition to this, he leads a team that does call center performance measurement, and has benchmarked over 1,000 call centers, plus he played a key role in the development of the Center of Excellence certification processes. As an internal consultant with BenchmarkPortal, Kamal has assisted hundreds of contact center professionals in the private sector, as well as in several government agencies, to improve their customer service strategies and optimize the operational efficiencies and effectiveness of their call centers.
Kamal is noted as a specialist in the call center assessment process and partnering with call center professionals in finding the right solutions to performance gaps. He is experienced in call center operations, training, agent/call quality monitoring and coaching, service recovery, and performance measurement.
Educated at the University of Phoenix, Kamal's background also includes experience as a front-line agent, team leader, call center trainer, supervisor, and manager. Prior to BenchmarkPortal, Kamal's customer service and call center experience includes working with companies such as UPS, MicroAge Teleservices, CompuSkills, Arrow-Essco and others. He has brought this experience to bear in his work performing call center best practice assessments and certification. With Dr. Jon Anton, he co-authored the book Contact Center Management by the Numbers. Kamal is a Purdue University Certified Contact Center Auditor, and BenchmarkPortal Certified Benchmarking Instructor, analyst, speaker and workshop facilitator.
A partial list of key clients for whom Kamal has performed data analysis and/or on-site assessments are as follows:
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