Contacts Plus professionals are pioneers in contact center benchmarking. In 1995, we conducted the initial scientific, industry-wide benchmark study at Purdue University, supported by a grant from IBM. Contacts Plus obtained a U.S. Patent for our distinctive methodology in benchmarking call centers. Our commitment persists in broadening and enhancing benchmarking metrics and techniques.

We've taken every step to streamline the survey experience and furnish a comprehensive glossary of terms to address any queries. Your metrics will be securely entered into our database, leading to the creation of a personalized report exclusively for you. This report will juxtapose your metrics against the averages within your industry sector and illustrate your position relative to the industry overall using our exclusive four-quadrant matrix.

Your presence here signifies your understanding of the crucial role benchmarking plays as a management tool. It serves as a vital reference point to gauge your center's standing among industry peers, aiding in decisions to optimize efficiency and quality.

When combined with insights from our experts, these metrics come to life, assisting you in pinpointing necessary improvements in people, processes, and technology. In fact, adhering to today's professional standards necessitates managers to regularly benchmark their operations.