Can we speak with dr anton about some form or another

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Unformatted text preview: ints. This should take less than 30 minutes. The complete peer group survey may take the better part of 4 hours for an organized team. What are the BenchmarkPortal key differentiators from There are other companies that offer benchmarking in the competition? Can we speak with Dr Anton about some form or another. these issues? We are different and unique in the following ways: 1. The size of our database is over fifty times greater than the nearest competitor. 2. The size of our database allows us to offer statistical observations about true best practices that the competitors are not able to do with their very small sample sizes. 3. Our basic industry peer group report is completely free, yet is very informative. 4. We encourage participants to further refine their benchmark research by selecting a “close fitting” peer group of very similar call centers. 5. We encourage self-assessment using our peer group report. 6. We offer a 'membership' in our benchmarking community that gives members access to free information and telephone consulting. 7. We offer a four-hour course in benchmarking that is taught in major cities throughout the world on a regular basis. This course enables participants to do selfassessments 8. Our benchmarking leads to certification as a “Center of Excellence” when all the performance metrics reach prescribed levels. What call center centric publications does Dr Jon regularly contribute to? There are many great publications that pick up ’s research results and articles. They include: Contact Center Professional Connections Magazine Call Center Magazine CRM2Day Customer Interaction Magazine Contact Center World ICCM Weekly SOCAP’s Customer Relationship Management Magazine And many more… Who are the top two competitors for Benchmarking Call Centers? No other organization offers contact center benchmarking in the exact business model used by BenchmarkPortal. Two groups that are close are ISO 9000 and COPC. Both of these professional groups do call center benchmarking and certification - and they do an excellent job of it. However, if one looks thoroughly at the models of each organization they are completely different from each other and from BenchmarkPortal. Therefore, for instance, Microsoft in the last year actually got their ISO, COPC, and BenchmarkPortal certification, and - most importantly found each effort worthwhile as a learning experience for make quality improvements. © Copyright 2005 BenchmarkPortal, Inc. 168 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer What is Purdue University's role with BenchmarkPortal? The original benchmarking of call centers began at Purdue University under the direction of Dr. Jon Anton. The initiative grew so quickly and so successfully, that it became too much for a universitybased service primarily staffed by part-time students. Ben...
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