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BenchmarkPortal Announces Deadline for Entering 2014 Top 100 Call Center Contest

3rd Party Remote Call Monitoring Feature

December 13, 2013

BenchmarkPortal Announces Deadline for Entering 2014 Top 100 Call Center Contest

By Anshu Shrivastava, TMCnet Contributor

BenchmarkPortal (News - Alert), a call center consulting services group, has announced that the entry deadline for its 2014 Top 100 Call Center contest is January 31, 2014. To participate in the contest, participants must complete the company’s 16-KPI call center benchmarking survey. They are expected to submit performance data on key operating metrics such as abandonment rate, hold time and average call time.


“BenchmarkPortal's Top 100 Award places a contact center among the best in the industry in terms of both quality of service and cost efficiency,” said Bruce Belfiore, BenchmarkPortal CEO.

Since a company’s metrics are benchmarked against the world’s largest database  of contact center KPIs (key performance indicators), the award process is based strictly on actual performance, Belfiore expained, adding, “Recipients of the Top 100 Award have demonstrated, on a very objective basis, that they provide superior service and financial performance as compared with their peers.”

The next step after the completion and submission of the survey is readout with a certified expert of BenchmarkPortal. The expert will review the data and organize it in a personalized webcast, company officials said.

At the time of the readout, the expert will explain how the report works and review the performance gaps compared with others in the industry. This kind of process enables managers to compare their performance with peers in the industry.

Winners are broken down into three subdivisions: small (100 agents and under), medium (101-249 agents), and large (250+ agents) call centers. Company officials said that the winners in each category will have the highest statistical values for efficiency and effectiveness.

In addition, the contest will also rank call centers that have made the most significant improvements since the 2013 contest.

The results of the contest are scheduled to be announced by March 31, 2014.  




Edited by Blaise McNamee
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