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Sam Anderson - ContactCenterWorld.com Blog

Call Center Outsourcer Assessment - BenchmarkPortal To Help Companies Evaluate Outsourcers

BenchmarkPortal's Call Center Outsourcer Assessment is catered to those centers that have not met the criteria for call center certification. We develop a customized consulting & assessment program over a 12 month period to improve your call centers effectiveness & efficiency. We help you balance customer expectations and financial objectives by identifying the performance metrics that will drive success. Our assessment process will make performance gaps more obvious and will help pinpoint the initiative that commits a minimum of resources to achieve the best performance results. The ultimate goal with this program is to have your organization obtain the status of a certified center of excellence.

Business process outsourcing has been around for quite some time. It has been well received by many business owners since it gives them the option to delegate non-core, yet key functions of their operations to companies that specialize in those areas. Such outsourcing allows businessmen to save on cost, improve efficiency and, in many cases, improve operational control since key personnel will now have more time to focus on their core functions.

However, outsourcing can have its own set of disadvantages. While gaining more efficient operational control, businessmen find that they may lose some managerial control -- mainly because the outsourcing company will not be driven by the same vision that drives the contracting company. There is also concern over loss of security and confidentiality of business information, as well as issues over quality control.

These concerns are nowhere felt more than they are with companies that outsource their call center function to onshore and offshore solutions providers. BenchmarkPortal, the world's largest database of call center best practices, has dealt with its fair share of companies that are concerned with the performance of their outsourcers. BenchmarkPortal has, in fact, been hired by contracting companies to benchmark their outsourced call centers, using the methodology that has made them the trusted third-party audit team for call centers worldwide.

Because of the unique dynamic that's involved with auditing outsourced call centers, BenchmarkPortal has developed its Outsourcer Certification program. Outsourcer certification shows their prospective clients that their center is functioning efficiently and effectively enough for them to take over their important calls. With its proven experience in benchmarking and certifying hundreds of Fortune 500 call centers nationwide, BenchmarkPortal ‘s certification process is your outsourcer’s best path towards becoming a World Class Quality Call Center.

“Call center outsourcing has developed into a strategic business decision for a majority of companies worldwide. worldwide. The call center is the most vital interface between a company and its customers. It has also become increasingly important that the call-handling process be conducted both effectively and efficiently to maintain exceptional customer service. Companies that have outsourced their calls to a designated "third party" constantly ask these questions: How do I know my outsourcer is doing a good job? How do I know the metrics he supplies are correct? Should I renew with my current outsourcer or look for a new one? Can anyone help me review if my current service level agreement is fair and within industry standards?” What is the impact of my outsourcer on my customers’ view of my company?”
Bruce Belfiore, CEO BenchmarkPortal

Publish Date: September 7, 2011 2:18 AM


Call Center Assessments - Journey to Excellence

BenchmarkPortal's Journey to Excellence program is catered to those centers that have not met the criteria for call center certification. We develop a customized consulting & assessment program over a 12 month period to improve your call centers effectiveness & efficiency. We help you balance customer expectations and financial objectives by identifying the performance metrics that will drive success. Our assessment process will make performance gaps more obvious and will help pinpoint the initiative that commits a minimum of resources to achieve the best performance results. The ultimate goal with this program is to have your organization obtain the status of a certified center of excellence.

BenchmarkPortal is the leader in benchmarking and certifying call centers. The Purdue University Center for Customer-Driven Quality database of key performance metrics, collected from thousands of call centers, has become the worldwide source for best practice standards for customer service call centers. We utilize the latest industry metrics from our database, data mining capabilities, and analytical tool sets to provide your call center with a road map of recommendations to achieve certification. The Purdue University Center for Customer-Driven Quality database of call center best practice statistics is managed, operated, and maintained by BenchmarkPortal.

Our worldwide leading database contains millions of performance data points from thousands of call centers. The BenchmarkPortal database focuses on key performance indicators (KPI's) including such data points as installed technology, personnel compensation, agent turnover, average talk time, percent up-sell/cross-sells, education, and training.

Let us come onsite to your center and use these skills to help you run your call center more efficiently and effectively.

Publish Date: September 7, 2011 2:15 AM

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