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Call Center Benchmarking

Benchmarking is the search for best practices among other call centers, and is often used in the assessment and development of call center policy, performance measures and objectives. Our Call Center Best Practices Benchmarking Reports provide valuable benchmarking results to help improve the management and operations of your contact center.

New 2007 Call Center Best Practices Benchmarking Reports are now available!

2007 Call Center Benchmarking Reports

250 call centers share best management practices ...

Call Center Best Practices - Benchmarks in Call Center Operations
This benchmarking report presents call center operations practices and trends, including changes that are producing the greatest improvement in customer satisfaction and call center efficiency. This report also includes performance objectives and results for the top KPIs, detailed by industry. Table of Contents

Call Center Best Practices - How to be a Great Call Center Manager
This benchmarking report focuses on key aspects of call center management. Topics include recruitment and hiring of agents and supervisors, training methods and programs and motivation and incentives, as well as "must-do" and "must-not-do" items for managing call center employees. Table of Contents

Call Center Best Practices - Improving Call Center Business Processes
This benchmarking report details common business processes and challenges faced by call centers. Areas of focus include workforce management, quality monitoring, process improvement and outsourcing. The quality monitoring section provides crucial tips for giving agent feedback as well as sample scorecards for monitoring calls and emails. Table of Contents

Call Center Best Practices Package
Includes all three call center benchmarking reports: Benchmarks in Call Center Operations, How to be a Great Call Center Manager and Improving Call Center Business Processes.
More information

Find a Call Center Business Performance Package
to meet your needs and save 20-25% off the list price!

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Other Call Center Benchmarking Resources

Asia Pacific Call Centre Industry Report
This call center benchmarking study surveys and analyses operational, logistical and staffing practices, including quality control benchmarks and asks whether management believe they are achieving them. Technology and operational software currently in use are presented along with analysis of the new technologies the major call centres are planning next.
http://www.callcentres.net/

Benchmarking Customer Satisfaction in the Help Desk Industry
Help Desk Institute
800-248-5667 or 719-531-5138

CSR Compensation Study
International Customer Service Association
800-360-ICSA

Customer Call Centers Benchmarking Report
American Productivity and Quality Center (APQC)
800-776-9676

Customer Service Benchmarking Study
International Customer Service Association
800-360-ICSA

1International Call Centre Benchmarking Report
This call center benchmarking report presents findings from the UK on service levels, resourcing methods, call centre salaries, opening hours, and uses of different call centre technologies. Includes analysis of inbound and outbound calling within marketing, sales and customer service activity.
http://www.merchants.co.uk

Measuring Call Center Performance
American Productivity and Quality Center (APQC)
800-776-9676

Salary and Job Description Study
Society of Consumer Affairs Professionals (SOCAP)
703-510-3700

Need help? Ask an analyst

Other benchmarking resources for call centers:

Call Center Benchmarking Network
www.ccbn.org/ccbn.html