March 29, 2012

Benchmarkportal.com Announces First Ever Study: The Positive Effects of Contact Center Technology on a Company’s Financial Performance

Benchmarkportal.com Announces First Ever Study: The Positive Effects of Contact Center Technology on a Company’s Financial Performance

Every year companies spend millions of dollars on technology in hopes of improving customer satisfaction, their competitive position and their operational performance, while reducing costs. Until now, there has never been a statistically valid research study, with data from companies across a diverse set of vertical industries, that clearly indicates whether a relationship truly exists between more advanced technology and better company performance. This report entitled, "The Impact of Technology on Contact Center Performance," can be found here:http://www.benchmarkportal.com/store/call-center-white-papers/impact-technology-contact-center-performance-bruce-belfiore-john-chat
Bruce L. Belfiore, Senior Research Executive at BenchmarkPortal and co-author of the study states, “The key findings in The Impact of Technology on Contact Center Performance report are that advanced technologies are potent enablers of superior performance. By looking at validated data sets from 143 contact centers, we are able to provide CEO’s and senior executives with evidence that investments in advanced contact center technologies reduce costs and increase the quality of service. For instance, we found that a contact center that handles 2 million calls a year could save $707,000 annually by using the right technology to improve an important key performance indicator: First Contact Resolution (FCR).”
The study did not ask contact center managers for their opinions, feelings, plans or experiences regarding technology. Rather, states John Chatterley, Director of Research, BenchmarkPortal and co-author, “We asked them only for their data - data on their center's technology and data on their center's performance. The team used a Contact Center Maturity Model™, co-developed by Cisco (which sponsored the research) and BenchmarkPortal. The model places technologies into six silos corresponding to the flow and management of contacts from beginning to end: Receive, Recognize, Route, Queue, Resolve and Review. The sophistication and advanced capabilities of technology were analyzed for each silo vs. contact center performance.”
Dr. Natalie L. Petouhoff, also a co-author of the study, said, “While most companies still think of the contact center as a cost center, this study finally proves that adoption of more sophisticated technology results in not only improved customer and customer service agent satisfaction, but also in contact center efficiencies and effectiveness. For executives looking to justify management decisions regarding technology acquisition, they now have scientifically‐supported evidence that satisfying customers and enhancing financial performance are not at odds.”
Using a correlation analysis and t‐tests, the study found that technologies that ensure proper staffing, connection and recognition of inquiries; that promote proper routing, queuing and resolution / escalation of contacts; and that provide reporting and analytics to both agents and management are statistically related to superior performance. The study showed that among the many key performance indicators studied, more advanced technologies provide higher FCR, lower Cost per Call, increased Calls Handled per Agent per Hour and reduced Queue Time.

March 13, 2012

BenchmarkPortal Announces a New Show on CallTalk Discussing The Cisco Sponsored Research Ties More Technology To Better Performance of Key Metrics

BenchmarkPortal Announces a New Show on CallTalk Discussing The Cisco Sponsored Research Ties More Technology To Better Performance of Key Metrics

BenchmarkPortal will air a new online radio show on CallTalk, (http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show) discussing The Positive Financial Affects Of Contact Center Technology On A Company’s Financial Performance,
The host for this show will be Bruce Belfiore, CEO at BenchmarkPortal. The guest speaker is John Chatterley, senior research analyst with BenchmarkPortal and CallTalk co-host Dee Buell.
The online show will discuss the groundbreaking research that statistically ties technology to better performance of key metrics. Is there a statistically proven relationship between higher levels of technology in the Contact Center and performance metrics? Now there is! This research is destined to be one of this year's most discussed white papers and will give attendees insights into the statistical relationships found during this broad-based study.
Every year companies spend millions of dollars on technology in hopes of improving customer satisfaction, as well as a company’s competitive position and operational performance while reducing costs. Up until now there has never been a statistically valid research study, with data from hundreds of companies across a diverse set of vertical industries, that clearly indicates whether a relationship truly exists between more advanced technology and better company performance.
The free online radio show will air Wednesday, March 14th, 2012 at 10 a.m. PT. Click here to listen to live CallTalk broadcasts and CallTalk archives.
About CallTalk
A fun and exciting online program for education and learning, for the customer service industry. Once a month, broadcast directly over the Internet to your desktop, covers informative and educational topics impacting the contact center and customer service today.

March 1, 2012

BenchmarkPortal Launches Outsourcer Call Center Certification Program

BenchmarkPortal Launches Outsourcer Call Center Certification Program
BenchmarkPortal’s Call Center Certification, (http://www.benchmarkportal.com/call-center-certification), helps your company attain world-class call center performance. BenchmarkPortal is expanding its Center of Excellence (COE) program, to offer Certification to Call Center Outsourcers, (http://www.benchmarkportal.com/call-center-certification/call-center-outsourcer-certification).
Having your operations certified as a Center of Excellence shows your commitment to high standards and your interest in leading-edge best practices. BenchmarkPortal’s proprietary “balanced scorecard” methodology focuses on metrics relating to quality, on one side, and to cost, on the other. The statistics are determined through continuous processing of thousands of performance metrics stored in our data warehouse of thousands of call centers, which is the largest of its kind in the world. Those centers with superior performance on both sides of the equation become certified.
The statistics are determined through continuous processing of thousands of performance metrics, from thousands of call centers, which are stored in our data warehouse, the largest of its kind in the world.
Call center managers seeking outsource partners to handle their calls want assurance that these calls will be handled efficiently and effectively. BenchmarkPortal can help outsourcers prove that their operations are both efficient and effective according to objective, industry-based standards. With its database of call center metrics (the largest in the world) and its 17 years of experience in benchmarking and certifying hundreds of Global 500 call centers worldwide, BenchmarkPortal, through its certification process, validates outsourcer services. The outsourcer certification can help outsourcers with their marketing efforts, client satisfaction metrics and bottom lines.
Since companies spend vast amounts of money implementing and operating call centers to ensure a competitive edge in customer service, it has become mandatory that the call handling process be conducted at best practice standards. This need to function at best practice levels has created the need for third-party certification that call centers are operating at this high level of call handling performance.
BenchmarkPortal’s rigorous certification process has the advantage of referencing all performance goals to its best practices database of thousands of call centers. Call center managers will be held to performance levels that will improve their company’s competitive position.
"The certification process is well worth the time and effort. Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. Our call center staff was energized by earning the Center of Excellence Certification. We all take a great deal of pride in this accomplishment and are eager to keep improving our customer service experiences."
John Harcourt, 2nd VP Client Servicing and Operations, Allied Solutions
Click here to learn more about our Call Center Certification programs.