BenchmarkPortal

'Next CallTalk.TV Topic- First Call Resolution Revisited'

2010-03-17T09:37:00.000-07:00

'Next CallTalk.TV Topic- First Call Resolution Revisited'

The 2010 CRM Service Awards: The Service Elite -- New York Life - destinationCRM.com

2010-03-03T12:05:00.001-08:00

The 2010 CRM Service Awards: The Service Elite -- New York Life - destinationCRM.com

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1st Global Contact Forum 14 Congreso Mexico 2010

2010-02-24T17:12:00.000-08:00

1st Global Contact Forum 14 Congreso Mexico 2010

Bruce Belfiore
CEO/ Senior Research Executive
BenchmarkPortal
http://www.benchmarkportal.com

Bruce Belfiore will be the closing keynote speaker at the event “Benchmarking Your Way to Call Center Excellence: Find the Motivation and the Means!" which will take place the afternoon of March 10th 2010. This event will be held at the 1st Global Contact Forum in Mexico City on March 8th-10th.

The Centro Banamex Convention Center is Mexico’s leading and award-winning convention facility www.centrobanamex.com and is conveniently located a short drive from Mexico City’s business centers and hotel districts.

Join us on March 11th to visit several leading Contact Centers and learn first-hand what cutting-edge companies are doing to interact with and satisfy their customers. Reserve early as space is limited.

For more information please visit:
http://www.imt.com.mx/congresomexico2010/phpen/index.php
To Register:
http://www.imt.com.mx/congresomexico2010/phpen/cuotas/registro.php

Benchmark Portal
Purdue Research Park
3000 Kent Avenue
West Lafayette, IN 47906
Direct (800) 214-8929
Fax 509.351.0264
Click here to: Benchmark Your Center

New CallTalk.TV On Line Radio Show Discussing Compensation Strategy

2010-02-01T12:27:00.000-08:00

Guest Speaker: Chad McDaniel from Just Careers
Next Episode: February 3rd 10am PST/ 1pm EST

This episode's topic: Compensation strategies for agents and supervisors

Dear Community Members,
For this episode of CallTalk, Bruce Belfiore will be interviewing Chad McDaniel, an industry-leading call center employment expert, regarding Compensation Strategies for agents and supervisors. What should be in your compensation "mix"? How do you decide the levels of compensation and benefits that are right for your center? How do you justify increases to your finance department? Also, learn how you can use metrics and incentive pay to provide both higher compensation to your people and higher profits for your company - a wonderful win-win!

Bruce and Chad will speak from their experience and research, and will weave in the results of the One-Minute Survey on Compensation Strategies that was recently launched, so the data will be fresh and interesting.

As always, this show will be hosted by Bruce Belfiore, Senior Research Executive for the Center for Customer-Driven Quality (founded at Purdue University), and will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.

Chad McDaniel combines a strategic vision of the company with over 17 years of direct marketing experience. Chad has held senior level call center operations and service delivery management positions for leading telecommunication, cable and wireless organizations. He has directed sales and marketing campaigns at international, national, regional and local markets and has spent the last six years working with customer care organizations in both the US and Canada in providing consulting solutions and executive recruiting for the ECRM, CRM and customer care organizations.

Broadcast bi-weekly directly over the Internet to your desktop, CallTalk covers informative and educational topics impacting the call center today.

Special offer- Each person that calls in will receive a free book covering call centers from Anton Press and 1 person will be randomly selected to receive a FREE In- depth RealityCheck ($1,500 Value)

Existing users:
• Just login on Wednesday at 1 pm ET/ Noon CT/ 11 am MT/ and 10 am PT
• Listen to the radio show and email or call in your questions

New users to BenchmarkPortal or CallTalk.TV can register here:
• Use the link provided or go to www.calltalk.tv to register
• You will get a username and password
• Use this to login on Wednesday at 1 pm ET/ Noon CT/ 11 am MT/ and 10 am PT
• Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

It is that easy! See you on Wednesday!

CallTalk.TV Online Radio Show Discussing Abandon Rate w/ Mike Mastro of Primas

2010-01-05T10:27:00.000-08:00

CallTalk.tv

Guest Speaker: Mike Mastro, President of Primas

Date: 1 pm ET/ 10 am PT January 6, 2010

This episode's topic: Reducing Abandon Rate: Where to start, what to do.

Dear Community Members,

For this episode of CallTalk, Bruce Belfiore will be interviewing Mike Mastro regarding the important abandon rate metric.

Bruce and Mike will weave in the results of BenchmarkPortal's new One-Minute Survey on abandon rates, so the data will be fresh and interesting.

As always, this show will be hosted by Bruce Belfiore, Senior Research Executive for the Center for Customer-Driven Quality (founded at Purdue University), and will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.

Mike Mastro, president and founder of The Primas Group, began his career as an R&D engineer who helped develop new technologies for call centers, including integration of Voice and Data in a PBX and development of CTI. In his current position, Mike has continued to focus on innovative solutions for call centers, including ways to reduce abandon rates.

Broadcast bi-weekly directly over the Internet to your desktop, CallTalk covers informative and educational topics impacting the call center today.

Existing Users:
Just login on Wednesday at 1 pm EST/ 10 am PST
Listen to the radio show and email or call in your questions

New user's to BenchmarkPortal or CallTalk.tv can register here:
Use the link provided or go to www.calltalk.tv to register
You will get a username and password
Use this to login on Wednesday at 1 pm EST/ noon CST/ and 10 am PST
Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

It is that easy! See you on Wednesday!

For more information and to register please visit: www.calltalk.tv

Blue Ocean Contact Centers Rated as Excellent

2010-01-04T17:55:00.000-08:00

Blue Ocean Contact Centers Rated as Excellent

Blue Ocean Contact Centers has been certified as a Center of Excellence by the Center for Customer Driven Quality at Purdue University and BenchmarkPortal.

A database of best practice standards for customer service contact centers is maintained by BenchmarkPortal on behalf of the Center at Purdue. Only 10% of applicants are certified as a “Center of Excellence.”

To be recognized, Blue Ocean passed an on-site audit by representatives from the Customer Driven Quality Center. Measurements include customer satisfaction, efficiency of operations, service level standards, process management and employee training. In addition to interviews with management and a review of data, the assessment includes focus groups with employees and on-site observation. The audit was led by J.R. Hardenburgh, a Certified Call Center Auditor, based in Boston.

“Blue Ocean is an extremely impressive organization, “Mr. Hardenburgh said. “This was my first visit to Halifax and I was very impressed to find a responsive, leading-edge contact center outsourcer here,“ he stated. “Blue Ocean has a state of the art technology program, well defined processes and an exceptional leadership and employee team.”

“I can say with confidence that Blue Ocean is operating on par with the top 10% of all contact centers in the industry, “Mr. Hardenburgh pointed out.

Elizabeth Currie, Blue Ocean’s Chief Operating Officer, credited the entire Blue Ocean team with this recognition. “The people in this organization are exceptional. Their focus on customers and quality is key, not only for this recognition but in the success of our business,” she said. “It’s great to have an organization like the Center for Customer Driven Quality at Purdue, who have worked with leading organizations around the world, to recognize what we are doing here every day.”

Over 80% of Blue Ocean’s business comes from organizations outside Atlantic Canada, including almost 50% from the United States. Recognition from organizations such as the Center at Purdue adds credibility and impact to the Blue Ocean story and particularly to potential clients who may not know the company.

Headquartered in Halifax, Blue Ocean is a member of CCL Group. The company provides premium inbound customer support and customer service for some of North America’s leading organizations.

About BenchmarkPortal
BenchmarkPortal is the custodian of the Center Customer-Driven Quality at Purdue University’s database of contact center metrics, the largest in the world. Founded in 1995 by Dr. Jon Anton, it provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal’s Web site can be found at: http://www.benchmarkportal.com

For information contact:

BenchmarkPortal
Purdue Research Park
3000 Kent Avenue
West Lafayette, IN 47906
805.465.7201 ext. 1

Andrew O’Brien
SVP Business Development
Blue Ocean Contact Centers
Phone – 902-722-3294

Blue Ocean Contact Centers has been certified as a Center of Excellence by the Center for Customer Driven Quality at Purdue University and BenchmarkPortal.

2010-01-04T17:54:00.000-08:00

Blue Ocean Contact Centers has been certified as a Center of Excellence by the Center for Customer Driven Quality at Purdue University and BenchmarkPortal.

Recap of CallTalk.TV OnLine Radio Show with Adam Cincoski of Optum Health discussing Service Level/ASA

2009-11-09T13:49:00.000-08:00

Our October 28th episode of CallTalk focused on what I call the "grand daddies" of call center performance metrics: Service Level and Average Speed of Answer, or ASA. With my guest, Adam Cincoski, we explored whether the traditional emphasis is still relevant. We drew on fresh research data from a large number of respondents that showed the following high level information:
- 95.2% of all call centers track Service Level or ASA
- 73.6% of call center managers said that ASA is one of the criteria on which they are judged; in fact 10.5% said they "live and die" by their Service Level ASA metrics.
- 78.3% of all managers reported that they normally achieve their ASA targets.
So it is clear that the importance of the metric lives on, and is a major KPI (Key Performance Indicator) weighing on the minds of most managers. How the ASA is determined, however, seems to be evolving.
"In the beginning, there was Service Level, and the best practice Service Level was 80% of calls answered within 20 seconds".
Still today, over 20% of call centers report that the original 80/20 rule rules them!
However, the nuance in determining the appropriate service level for one's own industry sector and enterprise is getting greater and, it appears, more customer-driven:
- Almost 12% of respondents indicated that they do statistical analyses against customer satisfaction, meaning that they calibrate their target ASA levels according to customer feedback. This would cause them to have more stringent Service Level if that were required to keep satisfaction high, or conversely, allow them to relax Service Level (and save money!) if feedback showed that customers did not mind waiting a few extra rings, other things being equal.
- Over 12% of respondents indicated that they do statistical analyses against abandon rates. This allows them to test their callers' patience by stretching ASA, as long as their callers stay with them. Again, this would allow them to potentially save money. Naturally, the analysis should include call value, since abandons may cancel the opportunities for real revenues. In fact, it should be noted that almost 7% of companies provide faster-than-normal response times for strategic and economic reasons. These are centers who have determined that the staffing costs that accompany aggressive ASA's pay for themselves in real financial returns.
- Over 9% benchmark against industry peers to determine a competitive ASA.
What this tells us is that a notable minority of today's call centers are not just accepting the dictums of the past. They are seeking to optimize this KPI in the context of other metrics (caller satisfaction, abandon, average call value, etc.) so as to balance the costs and benefits of their Service Level.
Naturally, there are also many managers who would like to be more analytical and optimal in determining ASA, but are simply working hard to keep up with the calls they receive using the agents they are given. In fact, 16% said that their service level is mainly the result of their budget and staffing, rather than a strategic choice.
Overall, however, it appears that this most venerable of metrics is being put under the microscope and is being placed in context of other KPIs, rather than on a solitary throne to rule by itself. For our part we encourage this as a best practice approach to managing Service Level/ASA.

CallTalk.TV Online Radio Show and The Importance of Email Metrics

2009-11-09T13:16:00.000-08:00

*Guest Speaker: John Chatterley, Industry Expert

This episodes topic:
Unlocking the mysteries of e-mail metrics: what are best practices standards

Dear Community Members,

For this episode of CallTalk, Bruce Belfiore will be interviewing John Chatterley regarding e-mail metrics. We will ask the questions:

What email metrics should you be following?
What are current averages for these metrics?
What are best practices for these metrics?
How can I benchmark myself against my industry for these metrics?

Bruce and John will weave in the results of the One-Minute Survey on email practices that BenchmarkPortal launched last week, so the data will be fresh and interesting.

John Chatterley is known to many of you as the author of numerous research papers, benchmarking reports and books, including Offshore Outsourcing Opportunities with Dr. Jon Anton. With over 25 years experience in contact center operations and research, John has evaluated email centers for BenchmarkPortal and is able to discuss email traffic in the overall context of contact center operations.

Broadcast bi-weekly directly over the Internet to your desktop, CallTalk covers informative and educational topics impacting the call center today.

Special offer- Each person that calls in will receive a free call center book from Anton Press and 1 person will be randomly selected to receive a FREE In Depth Reality Check ($1,500 Value). The winner will be announced at the end of the show.

To join us for this week's show, Wednesday, November 11:

Existing Users:

Just login on Wednesday at 1 pm EST/ 10 am PST

Listen to the radio show and email or call in your questions

New user's to BenchmarkPortal or CallTalk.tv can register here:

Use the link provided or go to www.calltalk.tv to register

You will get a username and password

Use this to login on Wednesday at 1 pm EST/ noon CST/ and 10 am PST

Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

It is that easy! See you on Wednesday!

For more information and to register please visit: www.calltalk.tv

CallTalk.TV OnLine Radio Show with Adam Cincoski of Optum Health discussing Service Level/ASA

2009-10-27T17:52:00.000-07:00

Dear Community Members,

*Guest Speaker: Adam Cincoski of Optum Health

Join Bruce Belfiore, host of CallTalk for a session devoted to the grand daddy of all metrics: Service Level / ASA. We will ask the questions:

Does the old 80/20 rule still rule? (80% of calls in 20 seconds)
If not, how should we set our ASA target?
How does industry sector affect service levels?
What other metrics should we consider when looking at ASA (e.g. abandon and caller satisfaction)?

Bruce will be interviewing Adam Cincoski, Senior Director of Workforce Management for United Health Group and a veteran of the call center sector. Adam will share his perspectives on ASA and how this metric fits into best practices for today's call center.

One Minute Survey (OMS) on: Average Speed of Answer - or Service Level, which is the oldest and most venerable of metrics for call center managers.

This One-Minute survey seeks to find out how today's call center manager views Average Speed of Answer (ASA). Bruce and Adam will review the results of the new One-Minute Survey on ASA

Click below, take the survey, and you will receive the results within 10 days.

Take Survey Here

As always, this show will be hosted by Bruce Belfiore, Senior Research Executive for the Center for Customer-Driven Quality (founded at Purdue University), and will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.

Broadcast bi-weekly directly over the Internet to your desktop, CallTalk covers informative and educational topics impacting the call center today.

Special offer- Each person that calls in will receive a free call center book from Anton Press and 1 person will be randomly selected to receive a FREE In-depth Realitycheck ($1,500 Value). The winner will be announced at the end of the show.

To join us for this week's show October 28th: Service Level: Does the old 80/20 (80% of calls handled in 20 seconds) still apply to everyone?

Existing Users:

Just login on Wednesday at 1 pm EST/ 10 am PST

Listen to the radio show and email or call in your questions

New users to BenchmarkPortal or CallTalk.tv can register here:

Use the link provided or go to www.calltalk.tv to register

You will get a username and password

Use this to login on Wednesday at 1 pm EST/ noon CST/ and 10 am PST

Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

It is that easy! See you on Wednesday!

For more information and to register please visit: www.calltalk.tv

Calltalk.tv October 14th with JR Hardenburgh and Firct Contact Resolution

2009-10-14T10:27:00.000-07:00

We would like to invite you to a special episode for this week's CallTalk. This week's episode of CallTalk is dedicated to First Call Resolution, or FCR. First Call Resolution means that the caller's issue or question is resolved on the first contact, with no call backs needed. It is a key performance indicator for both efficiency (high FCR keeps costs lower) and quality(there is a high correlation between FCR and caller satisfaction).

As always, this show will be hosted by Bruce Belfiore, Senior Research Executive for the Center for Customer-Driven Quality (founded at Purdue University), and will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.

Please join us for this fun and information-filled show, featuring Bruce's guest, JR Hardenburgh.

Broadcast bi-weekly directly over the Internet to your desktop, CallTalk covers informative and educational topics impacting the call center today.

Special offer- Each person that calls in will receive a free book covering call centers from Anton Press and 1 person will be randomly selected to receive a FREE In Depth Reality Check ($1,500 Value)

To join us for this week's show October 14th 2009: First Call Resolution: How important? How to measure?

Wake Up Your Call Center: Tips on How to Motivate, Manage, and Inspire Today's Agents and Supervisors on the Phone and/or Face to F

Existing users:

Just login on Wednesday at 1 pm EST/ 10 am PST
Listen to the radio show and email or call in your questions

New user's to BenchmarkPortal or www.calltalk.tv can register here:

Use the link provided or go to www.calltalk.tv to register
You will get a username and password
Use this to login on Wednesday at 1 pm ET/ Noon CT/ 11 am MT and 10 am PT
Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

It is that easy! See you on Wednesday! Please visit us at www.benchmarkportal.com

For more information and to register please visit: www.calltalk.tv www

September 30th CallTalk.TV On Line Radio Show w/ Joe Ordyna

2009-09-29T11:07:00.000-07:00

Dear Community Members,

*Guest Speaker: Joe Ordyna from Surveynomics formerly with eBay

We would like to invite you to a special episode for this week's CallTalk. Under the current economic conditions, Call Center Managers from all across the United States are experiencing additional pressure to lower the operational costs and find ways to motivate manage, and inspire today's agents. Optimizing customer satisfaction measurements is a key area for businesses and mangers to focus on and measure. As always, this show hosted by BenchmarkPortal's CEO, Bruce Belfiore, will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.

This will make it a fun and exciting on-line program for education and learning, for the customer service industry. This bi-weekly show, broadcast directly over the Internet to your desktop, covers informative and educational topics impacting the call center and customer service today.

Special offer- Each person that calls in will receive a free book call center book from Anton Press and 1 person will be randomly selected to receive a FREE All Industries Report ($1,500 Value). The winner will be announced at the end of the show.

To join us for this week's show September 30th: Optimizing customer satisfaction measurements

Existing Users:

Just login on Wednesday at 1 pm EST/ 10 am PST

Listen to the radio show and email or call in your questions

New user's to BecnhmarkPortal or www.calltalk.tv can register here:

Use the link provided or go to www.calltalk.tv to register

You will get a username and password

Use this to login on Wednesday at 1 pm EST/ 10 am PST

Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

It is that easy! See you on Wednesday!

For more information and to register please visit:
www.calltalk.tv

www.benchmarkportal.com

CallTalk.tv September 30th On Line Radio Show

2009-09-22T10:19:00.000-07:00

On Line Radio Show

We would like to invite you to a special episode for CallTalk- Optimizing Customer Satisfaction Measurement. As always, this show hosted by BenchmarkPortal's CEO, Bruce Belfiore, will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.

This will make it a fun and exciting on-line program for education and learning, for the customer service industry. This bi-weekly show, broadcast directly over the Internet to your desktop, covers informative and educational topics impacting the call center and customer service today.

Special offer- Each person that calls in will receive a free book call center book from Anton Press and 1 person will be randomly selected to receive a FREE All Industries Report ($1,500 Value). The winner will be announced at the end of the show.

To join us for this week's show September 30th:Optimizing Customer Satisfaction Measurement

Use the link provided or go to www.calltalk.tv to register
You will get a username and password
Use this to login on Wednesday at 1 pm EST/ 10 am PST
Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

For more information and to register please visit: www.calltalk.tv
Or visit www.benchmarkportal.com

The Need for Certification

2009-09-21T11:52:00.000-07:00

As the customer service call center has become the most vital interface between a company and its customers, it has become critical that the call handling process be conducted both effectively and efficiently. Many companies now want a "third party" opinion regarding how well their call center is functioning in its strategic role of getting, keeping, and growing customers. This business need to rate the performance of a company's mission critical call center has lead to BenchmarkPortal's Certified Center of Excellence.

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.

More company information: www.benchmarkportal.com

Recently Certified Companies-
Merrill Lynch
Farmers Insurance Group
Ameritas Group
Canon

Call Center Management Certification Course

2009-09-17T12:23:00.000-07:00

November 03-06, 2009 -- Atlanta, GA plus tour of the Governor’s Office of Customer Service and the City of Atlanta Department of Watershed Management.

www.thecollegeofcallcenterexcellence.com

Let us help you make the right investment in education services structured to improve the skills that lead to your professional certification. Led by the industry's top-rated instructors, our courses will equip you with the knowledge and skill set to improve your center's performance.

Here's a 3 1/2 day solution that will immediately improve your overall call center management skills.

Day 1 Topics:

* Organizational Leadership
* Human Resources
* Quality Monitoring & Coaching

Day 2 Topics:

* Caller Satisfaction
* Caller Self-Service
* Workforce Management

Day 3 Topics:

* Call Center IT
* Benchmarking

Day 4 Topics:

* Knowledge Management
* Analytics & Reporting

The course includes both lectures and case studies, that were developed by Dr. Jon Anton, Director of Research at Purdue, internationally recognized as a leader in Call Center Management. Class size allows one-on-one interaction with the instructors and enables you to network effectively with colleagues and industry peers. Typically participants include Call Center Managers, Directors and Vice Presidents. These courses will help you better manage your call center and strengthen relationships with other departments (for example: Marketing, MIS and Telecommunications).

We provide complete course documentation for each attendee. You will receive a comprehensive workbook with over 100 pages and a sample case study - a document for easy reference when you are applying new skills at work.

9/15 CallTalk.TV On Line Radio Show w/ guest speaker Rosanne D'Ausilio PhD

2009-09-17T10:51:00.000-07:00

BenchmarkPortal is proud to announce that the September 15th show is now available as an archive on www.calltalk.tv

Guest Speaker: Rosanne D'Ausilio,PhD Consultant, Master Trainer, Customer Service Expert, Coach & Best Selling Author

We would like to invite you to a special episode for this week's CallTalk. Under the current economic conditions, Call Center Managers from all across the United States are experiencing additional pressure to lower the operational costs and find ways to motivate manage, and inspire today's agents and supervisors on the phone and/or face to face.
As always, this show hosted by BenchmarkPortal's CEO, Bruce Belfiore, will be aired without the participation of vendors so that topics will be free from their influence and guided by the listeners.

This will make it a fun and exciting on-line program for education and learning, for the customer service industry. This bi-weekly show, broadcast directly over the Internet to your desktop, covers informative and educational topics impacting the call center and customer service today.

Special offer- Each person that calls in will receive a free book call center book from Anton Press and 1 person will be randomly selected to receive a FREE All Industries Report ($1,500 Value)

To join us for this week's show September 16th 2009: Wake Up Your Call Center: Tips on How to Motivate, Manage, and Inspire Today's Agents and Supervisors on the Phone and/or Face to Face

Existing users:

Just login on Wednesday at 1 pm EST/ 10 am PST
Listen to the radio show and email or call in your questions

New user's to BenchmarkPortal or Calltalk.tv can register here:

Use the link provided or go to www.calltalk.tv to register
You will get a username and password
Use this to login on Wednesday at 1 pm EST/ 10 am PST
Listen to the radio show and email or call in your questions

During the call we invite you to ask questions via email at calltalk@benchmarkportal.com or call in your questions at (347) 857-3117

It is that easy! See you on Wednesday!

For more information and to register please visit: www.calltalk.tv

Call center monitoring

2009-03-23T12:10:00.000-07:00

I am interested in learning how much time a call center supervisor spends on average monitoring, providing feedback and coaching agents. Do you offer any statistics or information regarding how much time should be dedicated to monitoring in general?