Contact Center
Focused Assessments
Customer Experience Journey
Customer & Agent Satisfaction Assessments
Optimization/Re-Engineering Assessments
BenchmarkPortal’s Journey to Excellence program is catered to those centers that have not met the criteria for call center certification. We develop a customized consulting & assessment program over a 12 month period to improve your call centers effectiveness & efficiency. 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 will help pinpoint the initiative that commits a minimum of resources to achieve the best performance results.
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.
Training Audit
BMP’s Call Center Training Audit 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.
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.