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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.
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
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
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
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
Call Center Magazine
Customer Interaction Magazine
Contact Center World
SOCAP’s Customer Relationship Management
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.
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- Fall '08