PLEASE TAKE SURVEY HERE www.keysurvey.com Good call center managers know the value of Benchmarking. However, until now, benchmarking has meant gathering the data from various reports and departments, and pouring over the definitions of each metric. Given the time commitment, most managers do it only once a year. A new offering from BenchmarkPortal automates the process. Your data is uploaded automatically from your ACD once a month and you receive reports that show you where you are and where you are going compared with your industry. Your cost-related metrics are compared with your industry, gaps are calculated, and those gaps are then put through an expert formula that shows you how well you compare with your industry on efficiency. The quality-related metrics are compared with the industry and put through a separate formula. The results are plotted on BenchmarkPortal’s well-known Performance Matrix.
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