- To ensure your center´s performance is accurately compared to your chosen industry, please answer all of the following questions to the best of your ability.
- The survey page is best with Firefox 3.0 or Internet Explorer 7.0.
- A performance matrix is generated after submitting your answers. This is a graphical representation of your Contact Center´s performance in relation to your selected industry.
- If you are not sure, or unable to obtain exact numbers, an estimate is an acceptable entry.
-
Help texts are available by hovering over the question mark graphic. (
) - Returning users will be able to update previously submitted reports.
- Be sure to convert all currency to U.S. dollars.
- Omit percent signs (%), dollar signs ($) and commas (,).
- Percent values can be entered as a rounded whole number or up to 2 decimal places. For Example: 45.12% can be entered as 45.12 or 45. Round at your own discretion.
- Be aware that some questions are to be answered in minutes while other questions are to be answered in seconds. If an answer to a question is if 90 seconds, the appropriate response in minutes 1.5 minutes (90 seconds divided by 60), and vice versa.
- Some answers are to be entered as whole numbers. Ex: Number of Full-Time Agents
- A glossary of terms can be found here: Glossary of Terms
- A printable version of our surveys can be found here: 22 KPI In-Depth RealityCheck Questionnaire
For additional assistance, please contact our support team by calling 800.214.8929 Ext. 1 or by email at support@benchmarkportal.com.
