Call Center Benchmark

A Benchmarking Assessment provides access to Benchmark Portal’s 10,000+ center performance database. This assessment will compare your center’s performance data to best practice standards and a peer group of competitors, as selected by you.

The output reports include:

A balanced scorecard to assess the efficiency and effectiveness of your center compared to your peer group
A metric by metric comparison of performance between your center, your peer group, and all centers in the database
Ranking tables of your center’s performance metrics to your peer group
A Solutions Optimizer that identifies specific solutions to your negative performance gaps

What Do We Do

Conduct a kickoff meeting with stakeholders
Go over interview questionnaire and discuss what data is needed
Collect and validate data
Check best fit to Peer Group
Input data to Benchmark Portal
Review report outputs and identify KPI performance gaps
Calculate cost of gap
Communicate results, set goals, and create action plans
Work with management to implement action plans
Monitor results of the change

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Benchmark Assessment