ABOUT US

BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively.

Benchmarking
Call Center benchmarking is relatively new and was first initiated at Purdue University by Dr. Jon Anton in 1995 with a grant from IBM. After six years of research, the Purdue database of almost one terabyte of performance metrics is constantly being enhanced by new participants, and is now outsourced for data management, maintenance, and information distribution to BenchmarkPortal, We are still continually growing our database, already the world's largest, for call center metrics by conducting data drives twice a year to have the most up to date information in the industry.
BenchmarkPortal uses this data to provide call center managers via RealityCheck and In-Depth RealityCheck reports with information that empower managers to:

Compare their performance against an appropriate peer group of call centers
Make optimal, fact-based decisions regarding capital investment, personnel, procedures, etc.
Get recommendations on how to improve their contact center
Determine if they qualify for our Call Center Certification

Through our reports, as well as our leading edge research, we aim to contribute to the continual improvement processes of individual customer call centers, and ultimately to improve the performance of this vital sector as a whole, worldwide.

Education
We have partnered with The College of Call Center Excellence (formerly AT&T's training program) to offer training and certification for Managers, Supervisors, and Agents. We offer this in three formats- In Person Courses at select locations with a tour of a local call center, Live On-Line and On Demand to suit your needs.

We have turned many of our best practice research into a number of reading materials such as Industry Reports, White Papers and Books. BenchmarkPortal's Industry reports, are America's richest source of Call Center information. They provide independent, accurate, comprehensive, and up to date research.

We offer 12 and 28 Key Performance Indicator (KPI) reports for just about every industry. As the economy and business goals change, Industry Reports can provide critical information that will ultimately affect your bottom line.

Consulting
We are 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

BenchmarkPortal Brochure

Download here.

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