"Benchmarking is the beginning of a journey"

The Call Center Benchmarking site is owned and operated by Call Center Depot. 

Benchmark your Call Center with our team of experts. We can help you find the perfect balance of People, Process, and Technology to develop a best-in-class center. Invest in knowledge and contact us about our guarantee. 

Benchmarking is utilized by thousands of centers world wide to guide them through a continual improvement process. Schedule your Audit today!

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"Benchmarking will enable you to make intelligent, fact-based decisions by comparing your call center’s information to similar call centers."

Benchmarking with us will allow you to: 

Create Budgets Easily
Calculate ROIs on solutions 
Validate projects for easy approval
Compare yourself to your competition
Stop the 60-90% CRM failure rate
Know if good is good enough
Evaluate your Outsourcers performance

When should you Benchmark?

Before you make any changes to create a baseline comparison
After you have made changes to measure their impact
In Budget development
On going as a continual improvement process

Benchmarking is a standard of performance or a point of reference that serves as the basis of understanding, relative standing, or performance. Benchmarking is critical to formulating a knowledge-based plan of action to achieve objectives.  

The CCD Benchmark Audit was designed to provide you a complete understanding of your call centers operational effectiveness and efficiency. It is a benchmark analysis of your call center compared to competitive comparisons and industry best practices. 

Depending on the size of your call center, the process can take anywhere from seven to fourteen days. Our senior-level team of experts will perform the assessment at your site, evaluating technology, processes, procedures and customer focus. The team then processes the results using our I.T.E.-E.T.I.™ evaluation system.

You will receive three major deliverables from the audit; a benchmark report containing your performance statistics compared to your peer-group. Second, a presentation detailing the overall results, highlighting problem areas with specific recommendations on how you can correct any negative performance gaps. These recommendations will guide your leadership team in utilizing resources wisely and quickly focus on areas that will provide you the greatest return on investment and increase customer satisfaction and loyalty. Third, you will receive a one-year membership to benchmark your performance results, with support from our senior-level experts to measure the impact of any implementations. 

Performing a CCD Benchmark Audit is vital to help you create a strategic plan and substantiate a course of action. If you have already made some changes do a Benchmark now to track the effectiveness. "A reported 70%+ of CRM implementations fail due to other issues that were unidentified or under estimated."

Your CCD Benchmark Audit duration and cost can be easily quoted. Send your detailed project requests to info@callcenterdepot.com or call us at 336-288-8226. 

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“We wanted to see what other people were doing and how we could surpass the expected level of service and we felt like this was the best way to do it.”

—Mark Fischer, Director of Operations, Polo.com
“What it did for us was open our eyes to our peer group comparisons…. We made some significant adjustments in lowering our abandoned call rate. That was a key metric for us….”

—Frank Zagarino, Customer Service Manager, Cuno, Inc.
“We’re unique. We’ve always known that. But through this benchmarking process, we began to realize that we can learn from others in those areas where we are similar. Then, and only then, can we decide when we should follow industry norms and when we should insist upon—and capitalize upon—our uniqueness.”

—Brad Carlson, Executive Vice President, IDC Corp.

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