BenchmarkPortal

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BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. Benchmarking Call Center benchmarking is relatively new and was first initiated at Purdue University by Dr. Jon Anton in 1995 with a grant from IBM. After six years of research, the Purdue database of almost one terabyte of performance metrics is constantly being enhanced by new participants, and is now outsourced for data management, maintenance, and information distribution to BenchmarkPortal, We are still continually growing our database, already the world's largest, for call center metrics by conducting data drives twice a year to have the most up to date information in the industry. BenchmarkPortal uses this data to provide call center managers via RealityCheck and In-Depth RealityCheck reports with information that empower managers Through our reports, as well as our leading edge research, we aim to contribute to the continual improvement processes of individual customer call centers, and ultimately to improve the performance of this vital sector as a whole, worldwide. Education We have partnered with The College of Call Center Excellence (formerly AT&T's training program) to offer training and certification ffor managers. Consulting We are skilled at examining all aspects of contact center operations.