New Tool from BenchmarkPortal Streamlines Call Center Certification
November 18, 2010
By Juliana Kenny
, TMCnet Managing Editor
Benchmarking in call centers is a vital process that enables call center managers to gather and analyze data effectively. In a video produced by BenchmarkPortal (News - Alert), the company states, “Given the time commitment, most managers do it only once a year.” Yet, this process should be completed much more frequently than that.
A new tool from BenchmarkPortal revolutionizes the benchmarking process for call centers. As a low-cost option for call center managers, the tool automates the benchmarking process. “Your data is uploaded from your ACD once a month, and you see reports that show you where you are, and where you are going compared with your industry,” according to the video.
The tool saves you time and hassle by providing access to a certified specialist so the managers can review results and analyze improvement options. The tool also provides reports that can be used for presentations to management teams.
Jeff Robertson, vice president sales and marketing for BenchmarkPortal stated, “This is a new automated benchmarking tool that brings instant benchmarking to call centers. With this type of information call center directors, supervisors and upper level management can review the performance of their center instantly with the industry to see how they compare. This is a very unique call center benchmarking tool that will revolutionize benchmarking for call centers.”
BenchmarkPortal is a leader in call center certification, and examines market trends to develop pertinent products for what the industry needs. Robertson continued, “One of the major trends in the market that we have seen is the need for benchmarking. A company needs to know the performance of their call center to drive a return on their investment and to assure the highest level of customer service. As we see the market change for consumers and/ or businesses given the current state of the economy a tool like this allows call centers a real time perspective of where they stand and how to improve or where they are leading.”
Check out the tutorial video all about the new tool here: http://www.youtube.com/watch?v=WpnqGD-Gtps. Complete the BenchmarkPortal survey about the tutorial here.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny