Stop Guessing.
Start Benchmarking.Know how your contact center compares with industry peers—and uncover the performance gaps holding your operation back.
Know Where You Stand. Know What to Improve.
Get an objective view of performance, prioritize opportunities, and make better-informed operational decisions.
Compare Against Peers
Understand how key metrics stack up against relevant industry benchmarks.
Find Performance Gaps
Spot opportunities across productivity, quality, and customer experience.
Improve Experience
Connect operational measures with stronger customer and agent outcomes.
Make Smarter Decisions
Use objective data to prioritize initiatives and support investment decisions.
Find the Right Benchmarking Approach
From broad operational comparisons to more tailored analysis, explore the right starting point for your center.
Contact Center Benchmark Report
A practical overview of how your operation compares against key industry performance measures.
- Understand core performance indicators
- Identify meaningful variances
- Support operational planning
Full Contact Center Benchmarking
Go deeper with a broader view of contact center efficiency, effectiveness, and opportunities for improvement.
- Comprehensive performance analysis
- Industry context for your metrics
- Prioritized areas for investigation
Customized Benchmarking
Explore a benchmarking engagement aligned with your organization's priorities and operational needs.
- Discuss relevant peer groups
- Focus on your business objectives
- Explore expert-guided next steps
How Benchmarking Works
Choose Your Approach
Identify the benchmarking solution and performance areas that fit your goals.
Compare Performance
Review your operational data in the context of relevant performance benchmarks.
Act on the Insights
Use the findings to prioritize improvement opportunities and track progress.
30+ Years Focused on Contact Center Performance
BenchmarkPortal combines benchmarking experience with practical contact center knowledge to help leaders understand performance and find opportunities to improve.
Explore Contact Center Certification →Frequently Asked Questions
What is contact center benchmarking?
Contact center benchmarking compares operational metrics with relevant industry or peer performance data to reveal strengths, gaps, and improvement opportunities.
Which contact center metrics can be benchmarked?
Common metrics include service level, average speed of answer, abandonment rate, first contact resolution, average handle time, customer satisfaction, and cost per contact. Exact measures depend on the selected engagement.
Can credit union contact centers use benchmarking?
Yes. Credit union leaders can use benchmarking to evaluate member service performance, operational efficiency, and improvement priorities. Ask about the availability and suitability of credit union peer comparisons.
How do I get started?
Explore the benchmark report or contact BenchmarkPortal to discuss the right approach for your organization.
Ready to See How Your Center Stacks Up?
Discover where performance stands—and where it can go next.
Explore Benchmark Reports →Speak with Our Team →