BenchmarkPortal Survey and Event Addresses Call Center Best Practices
March 25, 2011
By Chris DiMarco
, TMCnet Managing Editor
Intelligence is the key to success of any business, and in the call center space accurate, up to date information is essential to meeting industry standards. BenchmarkPortal (News - Alert) has been providing research and operational advice to call center operations since 1995 and hosts the world's largest call center metrics database.
According to TMC’s (News - Alert) Susan Campbell, “Managers interested in call center certification for their centers and their call center supervisors rely on Call Center Benchmark Reports from BenchmarkPortal to establish an objective baseline of current performance compared against industry peers; to identify strengths to be developed and weaknesses that need to be addressed; to create roadmaps for improvement; and lean toward certification as a Call Center of Excellence under the program administered by the Center for Customer-Driven Quality and BenchmarkPortal.”
In an effort to increase its expertise on efficacy in the call center space, BenchmarkPortal will be conducting a survey April 7th that will seek to offer further visibility into best practices for call centers.
The survey will be collocated with a special event that features, Benchmark’s CEO Bruce Belfiore. Belfiore will share information on measuring performance of supervisors and managers in the call/contact center. Participants will also be given a copy of any resulting conclusions drawn from the exercise.
Attendees to the meeting will also receive a free In-Depth Reality Check report, typically valued at $1500.The report compares your metrics to your industries, pointing out where you’re beating competitors and where you have opportunities to make a difference.
The report focuses attention on 22 key indicators within the call center space, knowledge of which can significantly boost the efficiency of any operation in need of customer service insight.
To learn more about April 7th In-Depth Reality Check survey and event, go towww.BenchmarkPortal.com
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Janice McDuffee