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Benchmarking Benchmarking
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Old 04-23-2002, 06:13 PM
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Join Date: Apr 2002
Location: Norwell, MA
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Benchmarking
We are starting to research benchmarking for our company and call center. I'm looking for information on the process you took to research the various options in benchmarking. There seems to be many different ways to benchmark...

Thanks!
Chris Shortall
WearGuard-Crest
christina_shortall@wearguard.com
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Old 04-24-2002, 12:34 PM
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Join Date: Apr 2002
Location: Virginia
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Benchmarking
What specifically are you trying to benchmark in regards to Call Centers? Measures (Balanced Scorecard), Hiring, Quality, Technology? It's a huge area.
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Old 04-26-2002, 10:17 AM
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Join Date: Nov 2001
Posts: 5
Benchmarking is a science and ideally performed with people who understand the process, complexity, and possible pitfalls. Some of the issues you need to define:

- What to measure, i.e. what are the performance indicators for what you want to benchmark
- How to measure, i.e. what questions to ask, what type of response are expected/allowed, what measurements to perform and how, Â…
- How to analyze the data: averages, variance, correlation tests, if needed, Â….
- Method for evaluating the results and affect an improvement program: balanced scorecard, SLA, internal objectives, Â….

Feel free to contact me with specific questions.

Joe Barkai
DIAGNOSTIC STRATEGIES
jbarkai@DiagnosticStrategies.com
Tel. 781-433-0833
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Old 05-29-2003, 12:30 PM
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Join Date: May 2003
Location: Minnesota
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Benchmarking Company
We use www.benchmarkportal.com ; you may want to check them out.
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