Call Center Assessments - Journey to Excellence - Sam Anderson - ContactCenterWorld.com Blog
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