What do you do when you’re a leading provider of call center certification solutions and want to assess and recognize leading North America-based call centers for their position in the industry? You launch a “Top 100 Call Centers Contest” as part of an industry survey effort.
In December, TMC (News - Alert) reported that BenchmarkPortal had invited contact center members to take part in their 16th
Annual Call Center Benchmarking Study. The highlight of this study was certainly the call center certification provider’s content for centers located in North America.
Now, BenchmarkPortal (News - Alert) has announced the winners:
Large Centers of 250+ agents: Cigma, Affinion Group and Regions Bank
Medium Centers of 100 to 249 agents: City of Edmonton, BMO Harris Bank, New York Life Insurance Company and AARP Operation
Small Centers of 5 to 99 agents: Delage Landen, Neill Corporation and Delta Dental of Wisc.
The BenchmarkPortal contest is designed to explore the performance of the studied call centers through 12 key performance indicators. All call centers are ranked against other centers of the same size and across all industries. This unique approach to benchmarking allows managers to gauge how they compare to other industry sectors and organizations of the same size.
“BenchmarkPortal's Top 100 Award places a contact center among the best in the industry in terms of both quality of service and cost efficiency,” said Bruce Belfiore, BenchmarkPortal CEO. “Key metrics are benchmarked against the largest database in the world of contact center metrics, so the award process is based strictly on actual performance. Recipients of the Top 100 Award have demonstrated, on a very objective basis, that they provide superior service and financial performance as compared with their peers.”
Maintaining the largest call center metrics database in the world, BenchmarkPortal was the first company to offer performance comparisons at this high level. Primary KPI’s evaluated for this contest include hold time, abandonment rate and average call time. The KPI’s were used to determine contest winners, while the survey results provide participants with an effective method for focusing on specific areas of improvement.
This call center certification provider is recognized throughout the world for its premier research and educational focus, offering the call and contact center industries the tools necessary to implement best practices. Companies participating in the survey and contest have the opportunity to improve the effectiveness and efficiency of their call centers, identifying their key differentiation through improved performance.
Edited by Stefanie Mosca