Contact Center
Assessments
We offer several different standardized Assessments that bring centers measurable results.
For individualized assistance, see our Customized Consulting pages.
We offer these in both On-site and Virtual formats.
Focused Contact Center Assessments
Below are the Focused Assessment offerings that help contact center managers to improve specific areas of their operations. Browse these to see if one or more of them could help your center achieve better performance. If you do not see the type of assistance you need, please see our Customized Consulting page.
Contact Center IVR Assessment
Whether you are improving upon an existing IVR system or beginning from the ground up, BenchmarkPortal has an assessment plan that will provide immediate recommendations on how to improve and optimize your IVR and improve your self service.
Customer Experience Journey
This Customer Experience Journey Mapping is an independent and critical assessment of the current Customer Experience with the Client’s Contact Center. The engagement team examines the customer experience at each point of interaction in the various communication channels to identify opportunities that can enhance the experience. The objective is to leverage all channels of customer contact center interaction and to promote satisfying cross-channel experiences.
Customer & Agent Satisfaction Assessments
BenchmarkPortal’s customer & agent satisfaction surveys are backed by years of research and data collection. Many of our certified centers of excellence continuously use these surveys to monitor levels of satisfaction. Our methodology and suggestions for improvement will help align the surveys with your customer facing departments, including recruiting, training, performance compensation, product marketing, and more.
Technology Assessments
Our Call Center Technology Assessment is designed for managers who want to get a holistic view of the current state of their contact center operations, so as to understand how effectively their technology platform supports them. The output of our Call Center Technology Assessment is a road map to a more efficient and effective center.
Optimization/Re-Engineering Assessments
BenchmarkPortal provides customized consulting services focused on optimizing and re-engineering contact center operations. These engagements can range from projects for single-site, single-channel operations, to multi-site, multi-channel operations programs. We always begin with a close look at the client’s business model, customer service strategy, financial objectives and market strategy.
Contact Center Due Diligence
Our call center due diligence program harnesses the world’s largest database and expert knowledge of the call center industry. BenchmarkPortal’s team will provide management and advisers with valuable information to understand the current state of the customer contact function, assess and quantify risk and identify areas for improvement that can add value going forward.
Learning Assessments
BMP’s Call Center Learning Assessment is designed for organizations that want to understand how effectively their learning programs equip agents to serve customers. The output of our Assessment is a set of recommendations for building a more effective learning program.
“For anyone who is considering an Onsite Assessment with BenchmarkPortal, I would say to do so. The thoroughness and depth of the process was superb and the Certified Auditor was impressive. She captured the culture of our call center and of our College. We learned a lot in the process and the auditor offered substantial & tangible feedback on our overall operation. In addition, BenchmarkPortal is backed by the database and methodologies originally developed at Purdue, which made all recommendations more credible.”
Virtual Contact Center Assessments
For centers that do not have the budget for a full On-site Assessment, BenchmarkPortal provides a virtual offering that is conducted remotely. While the Virtual Assessment does not provide the same consulting benefits afforded by an on-site visit, it includes the benchmarking, customer satisfaction and agent feedback elements of the full offering, as well as insightful input from a BenchmarkPortal expert
Components:
- Kick-off call which ensures the parties are on the same page, and that BenchmarkPortal understands the strategic focus of management
- Completion of our 41-KPI Contact Center Benchmark Survey, our flagship survey which is considered the industry standard
- Customer satisfaction survey, generally conducted by BechmarkPortal via email.
- Agent feedback survey, which usually takes about 12 minutes to complete per agent
- Expert review and analysis of information collected
- Fact checking with management
- Preparation and delivery of Executive Presentation via PowerPoint
- Executive Presentation includes limited findings and recommendations for improvement roadmap
- Monthly check-ins with expert on progress against roadmap, if desired.
BenchmarkPortal’s Virtual Assessment is a very affordable alternative for those who have had an on-site visit, but wish to alternate on-site years with virtual years. First time benchmarkers are directed to our TAVA (Team-Assisted Virtual Assessment) offering. We consistently find that first-time users merit and need greater involvement from our team of experts in order to successfully complete the Contact Center Benchmark Survey. Thus, in addition to the Virtual Assessment features indicated above, TAVA includes one of two options:
- One day with our expert on-site for data gathering and validation only, or
- Up to 12 hours of remote assistance for data gathering and validation
On-Site Contact Center Assessments
Our “wide-angle” On-site Assessment offering is designed to provide managers with 360-degrees of insight into the strengths and weaknesses of the center, plus practical, best-practices recommendations on how to improve performance near term. Includes 2 days with our expert at your site. This very comprehensive, yet compact, offering includes the same components as our respected Center of Excellence Certification, but is aimed at centers that feel they need some time and assistance before attempting certification, or that simply want an expert assessment of their operations.
1. Pre-visit Components:
- Kick-off call which puts the parties on the same page, and ensures that BenchmarkPortal understands the strategic focus of management
- Completion of our 41-KPI Contact Center Benchmark Survey, our flagship survey which is considered the industry standard
- Customer satisfaction survey, generally conducted by BechmarkPortal via email.
- Agent feedback survey, which usually takes about 12 minutes to complete per agent
- Pre-visit handbook. This guided summary of the center’s processes and technology is completed by center management.
- Pre-visit analysis. Our experts review all of this information before coming on-site. This is like a physician having x-rays and medical panels ahead of seeing you for an appointment. We have a lot of good information even before we walk through your doors.
2. On-site Visit Components:
- The visit includes introductions to all stakeholders and a tour of facilities
- Workshop discovery with both general managers and functional managers
- Side-by-side observations with CSRs
- Focus group meetings with supervisors and agents
- Review of metrics
- Process flow
- Other items as needed.
3. Post-visit Components:
- Expert review and analysis of information collected
- Fact checking with management
- Preparation and delivery of Executive Presentation via PowerPoint
- Executive Presentation includes complete findings and recommendations for improvement roadmap
- Monthly check-ins with expert on progress against roadmap.