Benchmarking is a vital management tool that is used as a reference point for call center managers to see where they stand against their own goals, along with the entire industry. This will help organizations gain the insights they need to further their growth and rise above the competition, which is where metrics comes into play.
With the help of Benchmark Portal’s experts, call centers can take a complementary 16-KPI survey report that will provide a call center with a snapshot of how it measures up to the rest of the industry. It will also be sent to Benchmark Portal to be reviewed and analyzed, followed by a 40-minute report readout that will be sent back to the company so they can share it with their staff. Such a survey will provide an organization with:
- Managerial visibility into your operations by contact channel—on a quantitative basis.
- Comparability to Industry peers and competitors: how are you really performing?
- Pinpointing performance gaps across contact channels with a high degree of precision.
- Linking performance gaps to underlying contact center channel conflicts or processes that may need fixing.
- Spotlighting customer satisfaction, which is a key to unlocking higher value for your company.
- Identifying and quantifying call avoidance and call deflection opportunities and process improvement initiatives.
- Improving work life through targeted human resources initiatives.
- Career enhancement through contact center certification programs.
- Shareholder value improvement through measurable, earnings-per-share-oriented investments.
"BenchmarkPortal's (News - Alert) survey is associated with the world's only continuously updated database of contact center metrics," saysBruce Belfiore, CEO, BenchmarkPortal. "Unlike other surveys which are done on a periodic basis, BenchmarkPortal's survey is always receiving fresh information, using a unique benchmarking process that is protected by a U.S. patent. Thus the freshness of the information, the size of the database, as well as well as the skill of our experts set our program apart."
By submitting the survey, companies will also automatically be entered in this year’s Benchmark Portal ‘Top 100 Contest,’ which is internationally recognized as the premier call center contest – meaning this is the factor that can help set an organization apart from the rest. "All participants receive an individualized benchmarking report that shows specified metrics side-by-side with the metrics for their specific industry," says Belfiore. They also see how they rank overall in their industry, through the Performance Matrix Report. In addition, each participant is given the opportunity to have a 45-minute "read-out" of their benchmarking results with a BenchmarkPortal expert. This exercise is extremely valuable for contact center managers, in that the expert helps to identify strengths and weaknesses, and can offer insights into how the center can improve its performance during the year ahead. Thus, participation in the Top 100 contest both brings recognition as well as the opportunity to receive vital, actionable management information."
Edited by Alisen Downey