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iBenchmark by BenchmarkPortal

 

Harness the Power of Two Contact Center Leaders

Introducing iBenchmark, a BenchmarkPortal Best Practice Tool powered by Symmetrics Business Intelligence

 
People who manage contact centers know that for optimum performance, they need to monitor their metrics. Benchmarking – which collects, analyzes and interprets key performance indicators – is the key to an overall best practices program and a successful call center.
Benchmarking allows contact center managers to expose and remedy weak links in the performance chain, and detect candidates for possible improvement initiatives. 
 
Benchmarking could be a valuable ongoing management tool if only it were not so difficult, time-consuming and tedious to assemble and input the metrics. Until now, this has been a manual procedure. The difficulty of dealing with metrics – most of which come from ACD, IVR or workforce management systems – has been a major obstacle to benchmarking on a continuous basis, ie. more than once a year.
 
To solve this problem, BenchmarkPortal created an automated benchmarking product – iBenchmark – which is powered by Symmetrics Business Intelligence technology. This product combines Symmetrics reporting technology with advanced processes so that contact center managers can now benchmark continuously without the hassle of manually inputting metrics.
 

How iBenchmark Works

  • Automatic monthly transfer of data: iBenchmark employs secure data services that allow your ACD (and eventually your IVR and workforce management systems) to send encrypted metrics to the iBenchmark reporting environment automatically every month. 
  • Getting started: During a kick-off call, IT personnel from both sides will talk through the simple steps it takes to get iBenchmark initialized. Your BenchmarkPortal relationship manager will be introduced at this time. 
  • Setting up: IT personnel for both sides will then set up the iBenchmark data feed, which normally takes a day or two.
  • Monthly meeting: After the iBenchmark system begins receiving your data, your BenchmarkPortal relationship manager will contact you to set up a web conferencing session to review your results.
  • Access to reports: Once iBenchmarkPortal is functioning, you will be able to access benchmark-related reports on your own password-protected section of the BenchmarkPortal website. 
  • Reviewing results with BenchmarkPortal: Your certified benchmarking expert will review your metrics and help you interpret the benchmarking results. The expert will facilitate a process of identifying and prioritizing possible improvement initiatives. This process includes reviewing with you your results by web conference each month, tracking your metrics, and calculating improvements in terms of cost, quality and customer satisfaction. iBenchmark reports will become key elements in your presentations to senior management, illustrating progress you are making and value you are adding. In short, iBenchmark will become a highly valued part of your management approach. 
  • Sustaining COE status:  For those centers that have made it an objective to attain and maintain Contact Center of Excellence status,  iBenchmark offers an easy method of monitoring status monthly rather than annually. With iBenchmark, there will be no surprises at the end of each certification year.

 

For More Information

Online: Solution Overview at BenchmarkPortal.com
Call: 1-800-214-8929 Ext. 1