Become Certified as an Outsourced Call Center!
BenchmarkPortal Launches its Outsourcer Certification Program
Call center managers seeking outsource partners to handle their calls want assurances that these calls will be handled according to SLA agreements. BenchmarkPortal can help outsourcers prove that they are reliable partners with a proven track record. Our outsourcer certification process validates outsourcer services and performance. Earning certification can help outsourcers with their marketing efforts, their client satisfaction metrics and their bottom lines.
In today’s economic environment, being able to show potential clients the stamp of approval of a respected third party like BenchmarkPortal can confer a major competitive advantage in the minds of decision makers, who cannot afford to make a mistake on their outsourcing decision.
Objective, Balanced Methodology
Having your operations certified as a Center of Excellence (COE) shows your commitment to high standards and your interest in leading-edge best practices. BenchmarkPortal’s proprietary “balanced scorecard” methodology focuses on metrics relating to quality, on one side, and to cost, on the other. Those centers with superior performance on both sides of the equation become certified.
Displaying the BenchmarkPortal Outsourcer Certification logo on your marketing materials and explaining to prospects the process by which you obtained certification will differentiate you in the market.
Useful Managerial Information
Our process goes beyond validation and may actually provide managers with business intelligence they can use internally to improve their operations and reduce costs, through their interactions with our experts.
Our program puts you ahead of the game with clients who, increasingly, may be requiring certification as a condition of awarding mandates.
BenchmarkPortal, with the world’s largest database of call center metrics, is very familiar with the world of outsourcing.
BenchmarkPortal’s CEO, Bruce Belfiore, along with the rest of the BMP team, have analyzed and improved outsourcing operations both in North America and abroad.
“Call center outsourcing is a strategic business move that needs to be entered into with eyes open and with profound respect and understanding for the many “moving parts” that these relationships have. Third-party validation, properly implemented, is a healthy addition to outsourcing relationships and one that clients will be seeking increasingly in the coming years. Center of Excellence certification of outsourced operations is an objective that both client and provider should consider.”
Steps In The Certification Process
A 41-KPI Benchmarking Survey – In-Depth RealityCheck™ is filled out for each queue (or customer). In this process, we compare the queue’s performance with a statistically valid sample of call centers in the same industry segment. We conduct a “deep dive” into the major gaps that were highlighted in this report. This process is repeated for every queue in the Outsourcer’s operation. The call center’s ACD report is mailed to BenchmarkPortal so that an independent auditor can confirm that the submitted data is accurate. This discovery process focuses on 41-key performance indicators.
- First Call Resolution
- Agent Satisfaction
- Top Box Caller Satisfaction in Percent
- Bottom Box Caller Satisfaction
- Top Box Agent Satisfaction in Percent
- Bottom Box Agent Satisfaction in Percent
- Calls Closed on First Call in Percent
- Average Speed of Answer in Seconds
- Calls Transferred in Percent
- Average Hold Time in Seconds
- Average Time in Queue in Seconds
- Average Calls Abandoned in Percent
- Inbound Calls per Agent per Hour
- Cost per Call in Dollars
- Average After Call Work in Minutes
- Turnover of Full-time Agents in Percent
- Average Talk Time in Minutes
- Agent Utilization in Percent
- Agent Occupancy in Percent
- Adherence to Schedule in Percent
- Average Agent Attendance in Percent
- Auxiliary Time in Percent
- Agents/Supervisor Ratio
We conduct an independent caller satisfaction survey to ensure that you have reached the desired service levels necessary for full certification. The call center seeking certification will supply us with 1000 names and email addresses of recent customers. We then conduct an independent email survey of the customers on this list.
(click on the Icon above for an example survey)
We conduct an independent agent satisfaction survey to ensure that you have reached the desired levels needed for full certification. This is conducted via a survey over the Web sent to the agents in the call center looking to reach certification.
(click on the Icon above for an example survey)
Process Discovery and Technology Inventory
We review relevant processes and the center’s enabling technology
Our carefully structured agenda allows our experts to provide maximum benefit
Executive Presentation and Road Map
Complete findings and recommendations for improvement