For this service, we work with BenchmarkPortal, a USA based pioneer in this field, and the world largest Datamart on call center benchmarking best practices. Our auditors are certified by BenchmarkPortal.
Performance Benchmarking is the cornerstone of our Call Center Business Consulting Service.
The success of your customer service operations depends not only on the soundness of your strategy, but also on the efficiency of its execution.
Our Benchmark study allows you to measure how you are doing. It tells you how efficient and effective you've been in your operations compared to other contact centers that share your industry, your size and your level of activity. This focused mapping allows us to identify the performance gaps more realistically and provide valuable insight into your operation.
These gaps are negative as well as positive. We don't concentrate on identifying only what's wrong. It's important for you to know what's going right and leverage on it further.
Our benchmarking study is a week long engagement, where our call center auditors will interview your call center personnel, procure data on your operations and infrastructure, analyze it and compare it with operational parameters of other contact centers and prepare a Benchmarking report using our proprietary methods.