To ‘Benchmark’ something simply means to measure or judge it against a known standard. This is an extremely simple definition for a process that, when applied to a call center is anything but simple. Here for your benefit are benchmarks to use as guidelines and ways of structuring your thinking:

Every call center operation functions through the complex inter-relationship of a dizzying range of continuously fluctuating variables. If you think that was hard to say you should know that it’s even harder to manage. The foundation of a well-constructed call center management program includes clearly defined and realistic goals supported by a team that understands how to drive their performance metrics from current levels to the goal.

Benchmarking allows you and your team to know where your call center stands today. This creates an understanding of how your operation rates as compared to other call centers and also provides a baseline measurement against which future changes can be compared. A handful of the Key Performance Indicators that most call centers track are provided below for your review. Remember that a thorough InTelegy benchmarking audit will consider the impact of these variables on your organization and customize them to meet your needs.

Every customer contact operation is unique and, much like a doctor would examine x-rays and lab reports, an InTelegy Strategy and Plan is a focused and individualized review of your center. InTelegy can work with you and your team to develop a clear and complete understanding of the current state of your customer contact operations. Beyond that the InTelegy team can work with you to develop an actionable strategic plan, implement the plan, then manage and fine tune the on-going operations. InTelegy is prepared to become your partner in success.

If you would like to further discuss these benchmarks and how they impact your operation, complete the email form or call us at 1.877.GR8 CALL.