BenchmarkPortal's Call Center Industry Reports Keep Managers Ahead of the Competition
April 08, 2011
By Ed Silverstein
, TMCnet Contributor
Call centers are undergoing a period of rapid change. Call centers and their management teams need to keep current with advances in technology, new production methods, and shifts in industry thought or developing trends. Whether call center management wants to follow trends, understand new methods or compare data, BenchmarkPortal offers specialized call center reports on over 40 industries to beat the competition.
Each of the call center industry reports is unique. They offer detailed but understandable analysis and give industry averages for important metrics. Each report is also updated at least once a year to make sure it has the latest information.
The reports are used by major consulting companies as well as many research firms, particularly for presentations to clients. In addition, call center managers curious about benchmarking can order a sample report before they start collecting their own data on metrics. And Benchmark Portal also provides tailored reports for special requirements.
For example, the Government Industry Benchmark Report contains best practices for contact centers, which show the responses from contact center managers and executives on questions connected to key performance indicators (KPIs) within their contact centers. The report has over 130 pages. It includes five full-page tables for industry averages and best-of-industry averages. It has metrics on call center efficiency and key performance metrics. It also has 14 graphs depicting regional comparisons of best practice KPIs – as well as findings and interpretations. In addition, there is a best practices report on quality monitoring and coaching. And a glossary is also included, featuring over 112 contact center and benchmark terms, including definitions and related formulas.
BenchmarkPortal (News - Alert) was awarded a U.S. Patent for methods it uses to benchmark call centers. That methodology is used in preparing the benchmarking reports. Performance is compared to a peer group that has similar characteristics. The database gives analysis on savings through improving metrics. The company can also provide custom reports for specific date ranges.
Another one of the features is called RealityCheck. This is an 11-point questionnaire that generates a report, which compares key performance metrics benchmarked against the best-practice KPIs of the industry.
The In-Depth RealityCheck benchmarking questionnaire is more detailed, with its 60 KPI data points within the contact center operation.
For more information, visit www.beanchmarkportal.com or call 800-214-8929, ext. 1Ed Silverstein is a TMCnet contributor. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco