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| In-Depth RealityCheck Benchmark Report |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Consumer Products industry sector. For those looking to “dig deeper” into their performance, there is also a Consumer Products Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a performance matrix that compares you to your industry,
- a table of KPIs that impact the effectiveness of your call center,
- a table of KPIs that impact the efficiency of your call center,
- a gap analysis table identifying major gaps and their costs to your call center, if left unresolved; and
- our glossary of terms and definitions.
Table of Contents
- EXECUTIVE SUMMARY 5
- SECTION I: CALL CENTER CLASSIFICATION METRICS 7
- SECTION II: PERFORMANCE MATRIX 12
- SECTION III: EFFICIENCY KEY PERFORMANCE INDICATORS 14
- SECTION IV: EFFECTIVENESS KEY PERFORMANCE INDICATORS 16
- SECTION V: CALLER SATISFACTION MEASUREMENT 18
- SECTION VI: GAP ANALYSIS TABLES 20
- APPENDIX A 23
- APPENDIX B 25
- APPENDIX C 26
- APPENDIX D 32
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| Utilities |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Utilities industry sector. For those looking to “dig deeper” into their performance, there is also a Utilities Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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| Telecommunications |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Telecommunications industry sector. For those looking to “dig deeper” into their performance, there is also a Telecommunications Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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| Retail |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Retail industry sector. For those looking to “dig deeper” into their performance, there is also a Retail Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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| Media |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Media industry sector. For those looking to “dig deeper” into their performance, there is also a Media Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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| Manufacturing |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Manufacturing industry sector. For those looking to “dig deeper” into their performance, there is also a Manufacturing Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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| Insurance |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Insurance industry sector. For those looking to “dig deeper” into their performance, there is also a Insurance Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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| Government |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Government industry sector. For those looking to “dig deeper” into their performance, there is also a Government Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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| Financial Services |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Financial Services industry sector. For those looking to “dig deeper” into their performance, there is also a Financial Services Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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| $650.00 |
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| Consumer Products |
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  Executive Summary
Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled.
Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry.
This Industry Report is strictly for in the Consumer Products industry sector. For those looking to “dig deeper” into their performance, there is also a Consumer Products Industry Report that compares all twenty-eight KPIs.
BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report.
What makes this report unique and valuable are the following very special industry analytics contained herein:
- a table of key classification characteristics that typifies call centers in this industry,
- a call center performance matrix that compares the Consumer Products industry to thirteen other industries,
- a table of KPIs that impact the effectiveness performance of a call center,
- a table of KPIs that impact the efficiency performance of a call center,
- twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter,
- a frequency report of caller satisfaction collection methods,
- a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more.
Table of Contents
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