BenchmarkPortal

On-Site Assessments

Our “wide-angle” On-site Assessments provide 360-degree insights into your center’s strengths and weaknesses. This very comprehensive, yet compact, offering includes:

Pre-visit Components:

  • Kick-off call which puts the parties are 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.

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.

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.

 

This offers superb value for contact center management

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