Benchmarking and Call Center Auditing
Rocair is a certified member of the Benchmark Solution Provider program (BSP). Working together with Benchmark Portal, the DataMart of Best Practices and custodian of the "Purdue Benchmark Database," Rocair can now provide its clients with timely assistance in understanding and implementing the benchmarking process.
Benchmarking is the process of comparing your company's current performance to that of similar companies' business practices for the purpose of assessing and affecting improvements upon your company's operation. Benchmarking reports can quickly point out the gaps in performance and help to navigate through the stormy process of selecting the optimum improvement initiatives regarding technology, hiring, training, scheduling and many others.
The evaluation process, as implemented by Rocair using Benchmark Portal's methodology, is quick, easy and cost effective. Once your data is submitted, reports are generated within 48 hours. Your data is crosschecked for statistical validity and will be kept totally confidential. It is compared to thousands of other call centers and, more importantly, against the performance of peer group centers. This ensures that the comparison is done against the proper competitive background; with centers similar in terms of size, call volumes, industry segment inbound verses outbound and many more peer group criteria.
The benchmarking process need not be an expensive proposition. For as little as US$10 per seat, you will be armed with the data you need to affect positive change in your organization.
Rocair can assist in all aspects of this process. Through the Purdue University Center for Customer-Driven Quality, Rocair has been trained and authorized to practice the Certified Call Center Auditing process. From data collection, to interpretation of results, to development of action plans and implementation of change, our team will work together with yours finding opportunities for improvement and demonstrable improvement in customer satisfaction and customer retention.
As a BenchmarkPortal Authorized Solution Provider, Rocair can offer a full-range of customer service and call center expansion services. To find out more about this process and how it can dramatically improve your centers performance and contribution to the overall health of your company contact us at Rocair Corporation.
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Contact Center Benchmarking