Is Your Call Center a Top 100 Center?
December 16, 2011
By Chris DiMarco
, TMCnet Managing Editor
BenchmarkPortal (News - Alert) has established itself as a leading provider of certification solutions designed to help call centers become more effective. BenchmarkPortal is inviting all contact center members to participate in their 16th Annual Call Center Benchmarking Study, which will feature the highly acclaimed “Top 100 Call Centers" Contest for centers located in North America.
The call center contest will explore performance through 12 key performance indicators and will rank call centers against other centers of the same size and across all industries. This unique benchmark provides a comparison for managers to see how they match up to other industry sectors. BenchmarkPortal was the first company to offer such a high level comparison and maintains the largest database of call center metrics in the world. The key performance indicators or KPI’s that will be collected refer to metrics such as abandonment rate, hold time and average call time. The contest will utilize the KPIs to determine a winner and the results of the survey will give participants a way to determine the areas to focus on. As part of the contest, each participant will be involved in a Benchmarking Presentation that will verify the metrics and show performance gaps compared to industry peers free of charge.
The ability to compare your company with your industry peers and then analyze the results is the best way to build your value as a call center and to improve your service to customers. Benchmarking helps your team run a more effective and efficient call center. This also allows your team to differentiate your company from your competitors and gain a competitive advantage!
The contest gives call centers not only a way to have their call center analyzed by an industry leader like BenchmarkPortal at no cost, but also a way to compete against other industries and gain recognition for superior work.
The Top 100 Call Center Contest participants will be given the option to use the award seals in marketing programs, on product packaging and product support materials, as well as internal/ external recognition programs. Past participants have used the Top 100 seals in various marketing pieces including: Web sites, social media, advertisements, print ads and press releases to great success.
In addition to identifying the best in the business, the contest will also rank call centers that have made the most significant improvements since 2010’s contest. Enrollees this year will be automatically entered in the category for Most Improved in 2012.
Determining exactly where you stack up in the call center space is probably something that you and your staff have wondered about from time to time. This contest not only helps contact centers identify their strengths and weakness, but also gives them the ability to show off their success. For more information on the contest, please visit the BenchmarkPortal contest site.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) 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. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Rich Steeves