BenchmarkPortal is skilled at examining all aspects of contact center operations. We help you balance customer expectations and financial objectives by identifying the performance metrics that will drive success. Our assessment process will make performance gaps more obvious and help to pinpoint the initiative that commits a minimum of resources to achieve the best performance results.
The Purdue University Center for Customer-Driven Quality datamart of key performance metrics, collected from thousands of call centers, has become the worldwide source for best practice standards for customer service call centers.
Dr. Jon Anton of the Purdue University Center for Customer-Driven Quality leads this research into best practices.The Purdue University Center for Customer-Driven Quality datamart of best practice statistics is managed, operated, and maintained by BMP.
BMP is the leader in benchmarking and certifying call centers utilizing the latest in database warehousing, data mining, and analytical toolsets. The data warehouse contains thousands of call centers and millions of performance data points.
BMP manages the International Benchmarking Community, which is a membership organization of call center managers and quality assurance managers dedicated to using best practice comparison information as a key management decision driver.
The BMP datamart focuses on key performance indicators, hereinafter "KPIs," including such data points as installed technology, personnel compensation, agent turnover, average talk time, percent up-sell/cross-sells, education and training, and many more critical KPIs.
Dr. Jon Anton, and his team of researchers, continually performs research to identify best practices in all aspects of call center operations, and publishes books and white papers to educate call center managers to identify and implement best practices. Let us come onsite to your center and use these skills to help you run more efficiently and effectively.
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