ACD Usage
Sponsored by Indiana Power & Light, this survey investigates the type of ACD technology used by respondent call centers, the vendors...$199.00
One-Minute Survey Reports
Since 1995, BenchmarkPortal has become the recognized industry leader for contact center benchmarking, contact center research and analysis of contact center topics. Much of our research and analysis is embodied in our One-Minute Survey™ Reports. Here you will find a constantly expanding library of 63 survey reports providing in-depth insights and findings on a wide array of contact center industry topics.
View Our Contact Center White Papers Below...
After-Call Work Time Best Practices
Sponsored by CallTalk, reports on the practices of survey respondents in handling after-call documentation of calls, tools available to augment...$199.00
Agent Compensation and Advancement
Surveys call centers on how agents get paid, average monthly agent performance or bonus compensation in addition to normal pay, top monthly...$199.00
Agent Hiring Practices in Call Centers
This report covers the entire span of agent hiring practices in call centers, including hiring strategies, temp-to perm practices, attrition...$199.00
Agent Turnover
This survey covers type of call center, industry sectors they primarily serve, annual turnover rate by percentage of respondents, methods used...$199.00
Applicant Screening & Testing
Surveyed percentage of participants that use applicant screening & testing during the agent hiring process, whether they screen all...$199.00
Best Practices in Email Handling
Sponsored by CallTalk, this survey explores average response time for emails, capturing email customer satisfaction, key performance indicators...$199.00
Call Center Revenue versus Expenses
Discusses average annual budget of respondents, allocation of budget, average cost per call, percent of up-sell/cross-sell opportunities,...$199.00
Call Center Technology
Surveys the use of technology in contact centers, top 3 priorities of call center managers for improving contact center performance, top 13...$199.00
Call Center Training
This survey explores the training process of the call center industry including ratio of full-time trainers to agent staff, average training...$199.00
Call Centers by U.S. Geography
This survey captures and classifies call centers of respondents by percentage into one of ten geographical sectors with the continental U.S.,...$199.00
Call Quality Evaluation and Reporting Solutions
Sponsored by HyperQuality, this is a follow-on survey to OMS 902 that is specifically focused on call quality evaluation and reporting software...$199.00
