Call Center Peer Group Benchmarking
Available from BenchmarkPortal , LLC
Compare your call centers performance against its industry peers and see where you compare and how to improve your call center!
Researchers at BenchmarkPortal, in conjunction with the Center for Customer-Driven Quality™ founded, have been collecting call center performance data since 1995. Although there are many parameters to measure in a call center, twenty-two Key Performance Indicators (KPI's) have been found to strongly correlate to optimizing the quality and quantity of calls handled.
Frequently, senior corporate, marketing, and call center executives are interested to see how their company would compare to the best practices of other industry leaders and competitors. Specifically, the executive management would like to know "How would we fare when compared specifically with those companies having world class reputations in customer service? As such, our reports have shown themselves to be practical, actionable tools for continuous improvement"
BenchmarkPortal was awarded a U.S. Patent for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing the call center peer group report.
View a Sample Call Center Peer Group Benc