Contact Center

Industry Reports

Our Contact Center Industry Reports are the standard references for consultants and practitioners worldwide. We provide current information on over 40 industries that will help you compare and analyze competitive performance, metric by metric.

BenchmarkPortal offers two types of reports, listed below. Standard reports are updated on a periodic basis, to assure that the data is appropriately current and relevant. Most reports are available immediately, while others may take up to ten days to complete. We do our best to meet the timelines of our clients.

Contact Center Industry Reports - 41 KPI

Our 41 KPI Industry Benchmark Reports contain information drawn from BenchmarkPortal’s flagship benchmarking survey, which is the acknowledged industry standard for contact center benchmarking.
Download Sample Report

Custom Reports

Our experts are happy to work with you if you have requests for special cuts of our database.  Please contact our team for assistance.

A listing of commonly requested Contact Center Industry Reports:

  • Catalog – Retail/Wholesale
  • Computer – Hardware
  • Computer – Software
  • Consumer Products – Consumables
  • Consumer Products – Durable Goods
  • Consumer Products – Electronics
  • Consumer Products – Non-Durable Goods
  • Consumer Products – Other
  • Education
  • Financial Services – Annuity
  • Financial Services – Banking
  • Financial Services – Brokerage
  • Financial Services – Credit Card
  • Financial Services – Other
  • Freight – Rail/Trucking/Shipping
  • Government – Federal
  • Government – Local
  • Government – State/Provincial
  • Government – State: Soc. Svcs., Health, & Welfare
  • Government – Service Providers
  • Government – Service Providers, Health Care
  • Health Care – Medical Equipment
  • Health Care – Provider/Hospitals
  • Health Care – Service Providers
  • Health Care – Support Services
  • Immediate Response Services
  • Insurance – Health
  • Insurance – Life
  • Insurance – Other
  • Insurance – Property & Casualty
  • Level 1 Tech Support
  • Manufacturing – Industrial/Construction
  • Manufacturing – Light
  • Manufacturing – Transportation
  • Media – Infomercial/Direct Marketing
  • Media – Publishing/Newspaper/Magazine
  • Media – TV/ISP/Cable/Dish/Radio
  • Not for Profit
  • Other
  • Pharmaceutical/Chemicals
  • Professional Services
  • Telecom – Cellular/Wireless
  • Telecom – Service/Landline
  • Telecom – Technology
  • Toll Operators
  • Travel & Hospitality
  • Utilities – Energy Reseller
  • Utilities – Investor Owned (IOU)
  • Utilities – Municipal

How We Collect Our Datacontact Center Industry Reports

As the customer service call center has become the most vital interface between a company and its customers, it has become critical that the contact handling process is conducted both effectively and efficiently. Managers need to know how well their contact center is functioning in its strategic role in getting, keeping, and growing customers. They provide us with their operational metrics and receive back industry-leading reports that clearly show their competitive position on important KPIs. Data is input into our online survey, or else comes to our database via iBenchmark, BenchmarkPortal’s patented, automated benchmarking tool that gets data directly from contact center systems and inputs it into our database.

Data received through our benchmark survey is subjected to three levels of quality control before being admitted to our database. Our Research Department is the custodian of our database, and continuously monitors and scrubs the data to ensure the highest standards.

The BenchmarkPortal warehouse of contact center data, has the following unique attributes:
• It is continually updated with fresh contact center data via the update methods mentioned herein;
• Performance is compared to a Peer Group with similar functional characteristics (apples to apples) defined by you, the participant;
• Enables managers to target areas of opportunity within the center;
• Identifies the efficiency and effectiveness of your Call Center performance;
• Our approach is academically based, and uses established scientific methods

Benchmarking your contact center performance against a Peer Group of similar centers is a mandatory step in becoming and staying competitive. This vital information, updated constantly, enables managers to remain competitive in a cost-effective manner

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