Automated Benchmarking Tool to Improve Call Center Scheduling

BenchmarkPortal (News - Alert) today released its new iBenchmark, an automated benchmarking product that puts patented technology to work for people who manage contact centers, providing benchmarking reports every month without manually inputting a long list of metrics.

Monitoring call center performance and scheduling on a monthly basis allows managers to make decisions and select improvement initiatives that will have impact on the financial and operational performance of the contact center.

Participating centers receive easy-to-install software that transmits their ACD metrics securely and automatically to BenchmarkPortal's database. Managers are then able to access a series of useful, benchmark-related reports via their own, password-protected area of BenchmarkPortal's website.

The service includes time each month with a BenchmarkPortal certified expert who is trained to help interpret the benchmarking results and guide managers through a process of decision-making. This includes tracking the company’s metrics and calculating improvements in terms of costs, quality and customer satisfaction. iBenchmark reports can become key components of presentations to senior management as they will show the progress being made and the value being added.

"iBenchmark represents a major step forward," noted Bruce Belfiore, CEO of BenchmarkPortal, in a statement. "By automating the data collection process and providing a trained expert to help with interpretation, discernment of gaps and identification of practical solutions, iBenchmark is an exceptional management tool. Also, the ease of installation and monthly payment model makes it user friendly and extremely affordable. We can guarantee a positive ROI for those who use iBenchmark."

iBenchmark uncovers performance gaps compared with the industry; point toward issues with people, processes, technology; find gaps that can be quantified and monetized to show impact; assist with decision-making and provides management with valuable insights; provides basis for improvement roadmaps and goal setting and; produces evidence of value brought to the enterprise by the contact center.

Currently iBenchmark is available for Nortel (News - Alert), Avaya and Cisco ACDs, but connectors for other ACDs will be made available during the course of 2012.

Edited by Rich Steeves