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	12 KPI Industry Reports (14) Book store (19) Indepth Industry Reports (55) Worldwide Industry (8) White Papers (30)

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	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Utilities industry sector. For those looking to “dig deeper” into their performance, there is also a Utilities Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant Alabama Power Company Allegheny Energy, Inc American Electic Power AmeriGas Propane Balitmore Gas Black Hills Power CenterPoint Energy Central Electric Cooperative, Inc. Citizens Gas City of Ft. Collins Utilities City of Redding Utilities Commerce Energy ConEdison Inc Detroit Edison Dominion Power Duke Energy Corporation El Paso Electric Company Florida Power & Light Georgia Power Gexa Energy Green Mountain Energy Company Idaho Power Utilities Illinois Power Utilities Indiana Power Utilities Kansas City Power Light Kansas Gas Service Las Vegas Valley Water District Massachusetts Electric Company Metropolitan Utilities District MidAmerican Energy Co. Minnesota Power Montana Utilities National Fuel Oklahoma Gas and Electric PacifiCorp PECO PG & E Piedmont Natural Gas Company Sierra Pacific Power South Walton Utility Company Southwest Gas Corporation Suburban Propane Teco Peoples Gas Tucson Electric Power Union Energy Vectren Energy Washington Gas We Energies Wisconsin Public Service Corp Wolf Creek Nuclear Power Plant Price: $650.00

$650.00

Travel & Hospitality


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Travel & Hospitality industry sector. For those looking to “dig deeper” into their performance, there is also a Travel & Hospitality Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant Adam's Mark Hotels Aer Lingus Air Canada Alaska Airlines Aloha Airlines America West Airlines American Airlines American Express Amtrak Avis Budget Best Western International British Airways Caesars Entertainment Inc Caesars Palace Carlson Companies Carlson Hotels Continental Continental Airlines Crystal Cruises Delta Air Lines Enterprise Rent a Car Four Seasons Hotel Greyhound Lines Harrah's Hotel Hawaiian Hotels Hilton Honors Hilton Reservations Worldwide Hyatt Hotels and Resorts JetBlue Korean Air Marriott International Marriott Midway Airlines National Car Rental Northwest Airlines, Inc. Norwegian Cruise Lines Omni Hotels Royal Caribbean Cruises Scandinavian Airlines Southwest Airlines Starwood Hotels & Resort The Ritz-Carlton Thrifty Car Rental Travelocity.com United Airlines US Airways US Airways Vail Resorts Walt Disney Travel Co. Wyndham Price: $650.00

$650.00


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Transportation industry sector. For those looking to “dig deeper” into their performance, there is also a Transportation Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant AAA Airborne Express Alaska Airlines American Airlines Amtrak Black & White Cabs BNSF Railway Boston Coach Catalina Express Chicago Transit Authority Coachman RV Continental Airlines Con-way Freight CSX Dallas Rapid Transit Deleware DOT Delta Airlines DHL Dollar Rent a Car Emery Freight Enterprise Rent A Car FedEx Freightliner Freightways Galileo International GE Capital Fleet Services Georgia Port Authority Greyhound Lines Hertz Missouri DMV OnStar Penske Trucking Roadway Express RPS Ryder Trucking Southwest Airlines Texas Toll Authority Transcore Tropical Shipping U Haul Rentals Union Pacific Railroad United Airlines UPS US Airways USA Trucking USPS Utah Transit Authority Viking Freight Wellmark Yellow Freight Price: $650.00

$650.00

Telecommunications


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Telecommunications industry sector. For those looking to “dig deeper” into their performance, there is also a Telecommunications Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant Accutel Advance Communications Alcatel Alltel American Management Systems Ameritech AT&T Avaya Baker Technologies BC Tel Mobility Bell Atlantic Bell Canada BellSouth Blue Chip Telecom Broadview Cincinnati Bell Cingular Wireless Cisco Systems, Inc. Comcast Davox Digital Broadband Globe Wireless GTE Hughes Systems Lucent Technologies Motorola Nokia Norstan Nortel Panasonic Plantronics, Inc. Qwest Rockwell Rogers Cable Samsung SaskTel Sharp Siemens Singular Sitel Sony Sprint Telus Telus Mobility Time Warner Telecom T-Mobile UCN Verizon Vodafone AirTouch Int, Western Digital Price: $650.00

$650.00


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Technology industry sector. For those looking to “dig deeper” into their performance, there is also a Technology Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant Acxiom APAC Apple AT&T Bell&Howell Bendata, Inc Canon Caterpillar Cisco Systems Computer Sciences Concerto Dell Computer Dictaphone Emerson Electric EMI Fujitsu General Dynamics Genesys Hewlett Packard Hitachi Honeywell IBM Informix Software Interactive Intelligence Intuit Kana Knowlagent Lexmark Lockheed Martin MediSoft Melita International Microsoft Motorola NCR Nokia Nortel Novell Nuance Oki Data Oracle Pitney Bowes Pratt & Whitney Remedy Samsung SAP America Siebel Systems Dialog Toshiba Witness Systems Xerox Price: $650.00

$650.00


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Retail industry sector. For those looking to “dig deeper” into their performance, there is also a Retail Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant Amway Corp Angelica Apparel Appleseed's Ashton Drake Bass Pro Shops Broder Brothers Brownells Columbia House Crate & Barrel Disney Franklin Covey Hammacher Schlemmer Harrison Services Hasco International Inc Home Depot Supply JC Whitney Kable Fulfillment Lab Safety Supply Land's End Miles Kimball Musician's Friend Nashville Wraps National Pen National Wholesale Northern Tool Office Depot Officemax Originals Casual Wear Overton's Parts Place Pottery Barn Quill Corporation Real Goods Trading Rivertown Trading Shoes For Crews Sloan Express Smoky Mountain Knifes Speigel Sportif Mail Successories Sundance Catalog Swiss Colony T.Shipley Techni-Tool Tender Heart Treasures Uniform City Express Victoria's Secret Vstore.com World Almanac Education World Wide Aquatics Price: $650.00

$650.00


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Non-Profit industry sector. For those looking to “dig deeper” into their performance, there is also a Non-Profit Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant American College of Cardiology American Medical Association AssistNow Athabasca University Babson College Boys Town National Hotline Career Education Corp. Columbus State College Community Development Compassion International Connecticut University Corinthian College Crisis Center of Tampa Bay Crisis Prevention Institute Dartmouth College DeVry University eCollege Faith Hotline Family Life Shreveport Chamber of Commerce Harvard Health Plan Humboldt State University James Madison University Los Angeles County Bar Association Lutheran Hour Ministries Maximus Michigan State University Military One Source NOVA Community College Ohio State University Pace University RBC Ministries Red Cross Rockhurst University Rutgers University Save the Children Foundation Scientific Learning Institute St. Johns University The American Diabetes Association The American Society for Quality The Henry Ford Foundation The Heritage Company The Relationship Marketing Factory Tulane University UCSB United Way University of Florida University of Notre Dame Vesterheim Museum Y-Me Natl. Breast Cancer Organization Price: $650.00

$650.00


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Media industry sector. For those looking to “dig deeper” into their performance, there is also a Media Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant America Online Banker Magazine Collegiate Marketing Publishing Co. Bloomberg Business & Legal Reports CCH Incorporated Chicago Tribune Christ Press Company Columbia House Company Comcast Communications Concordia Publishing House Cox Ohio Publishing Crain Communications Inc CRC Publications Denver Newspaper Agency Dow Jones Reuters Dun & Bradstreet Free Lance-Star Gospel Review Newspaper Grapevine Communications Harcourt Learning Direct Harvard Business School Press Humboldt State University IntoNetworks,Inc. Kinkos.com Lexis Publishing Martha Stewart Omnimedia McGraw-Hill Orlando Sentinel Oxford University Press Publishers Clearing House R.R.Donnelley Readers Digest Richmond Times-Dispatch Rogers Cable Sage Publications Scholastic The Arizona Republic The Dallas Morning News The Indianapolis Star The New York Times The Sacramento Bee The Virginian-Pilot The Washington Post Thomson Newspapers Time Warner Cable TV Guide University of Phoenix Walt Disney Imagineering Price: $650.00

$650.00


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Manufacturing industry sector. For those looking to “dig deeper” into their performance, there is also a Manufacturing Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant Abbott Allison Engine. Andersen Windows Avaya Boeing Briggs & Stratton Buick Cadillac Chevrolet Chrysler Colgate ConAgra Cummins Dow Corning DuPont Eli Lilly Ford Freightliner GE General Dynamics General Motors Genesys Glaxo Wellcome Graco Honda Honeywell Hoover IBM John Deere Johnson & Johnson Johnson Control Kimberly-Clark Kohler Lexus Lincoln Mercury Lockheed Martin Mazda McKesson Mercedes Benz Merck Northrop Grumman Oldsmobile Otis Elevator Pfizer Pitney Bowes Saturn Snap-on Tools Toyota Volkswagen Volvo Price: $650.00

$650.00


	Executive Summary Researchers at BenchmarkPortal, in conjunction with the academic staff at Center for Customer-Driven Quality at Purdue University have been collecting call center performance data since 1995. Although there are over 200 parameters to measure in a call center, only twenty-eight have been found to strongly correlate to optimizing a balance between the quality and quantity of calls handled. Of these twenty-eight key performance indicators (KPIs), only twelve are absolutely necessary for conducting an initial RealityCheck™ benchmark report of how a call center is performing in comparison to other call centers in the same industry. This Industry Report is strictly for in the Insurance industry sector. For those looking to “dig deeper” into their performance, there is also a Insurance Industry Report that compares all twenty-eight KPIs. BenchmarkPortal was awarded a U.S. Patent in 2005 for its unique methodology of benchmarking call centers. That methodology has been utilized in preparing this report. What makes this report unique and valuable are the following very special industry analytics contained herein: a table of key classification characteristics that typifies call centers in this industry, a call center performance matrix that compares the Consumer Products industry to thirteen other industries, a table of KPIs that impact the effectiveness performance of a call center, a table of KPIs that impact the efficiency performance of a call center, twelve line-graphs showing the trend of each KPI over the past 24 months by calendar quarter, a frequency report of caller satisfaction collection methods, a series of cross-tabulation correlation tables that show the impact of each KPI on every other KPI, for instance, showing how the average speed of answer (ASA) impacts callers’ tendency to abandon their call….or how average calls per agent per hour impacts agent turnover, and much more. Table of Contents EXECUTIVE SUMMARY 5 PARTIAL LIST OF PARTICIPANTS 7 SECTION I: INDUSTRY REPORT CATEGORIES 9 INDUSTRY REPORT CATEGORIES 11 SECTION II: CALL CENTER CLASSIFICATION METRICS 15 CALL CENTER CLASSIFICATION METRICS 17 SECTION III: INDUSTRY PERFORMANCE MATRIX 19 INDUSTRY PERFORMANCE MATRIX REPORT 21 SECTION IV: CALLER SATISFACTION MEASUREMENT 22 CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 CHART: CALLER SATISFACTION DATA COLLECTION BY PROCESS 23 SECTION V: TRENDS OF KEY PERFORMANCE INDICATORS 25 TOP BOX CALLER SATISFACTION 26 BOTTOM BOX CALLER SATISFACTION 26 Average Speed of Answer 27 CALLS TRANSFERRED 27 Average Hold Time 28 RATE OF ABANDONMENT IN PERCENT 28 Inbound Calls per Agent per Hour 29 PERCENT IVR SELF-SERVICE 29 Average After Call Work Time 30 AVERAGE FULL-TIME AGENT TURNOVER 30 Average Talk Time 31 AVERAGE AGENT OCCUPANCY 31 SECTION VI: EFFICIENCY AND EFFECTIVENESS KEY PERFORMANCE INDICATORS 33 EFFECTIVENESS 35 EFFICIENCY 35 SECTION VII: KEY PERFORMANCE INDICATORS (CROSS TABULATIONS) 37 APPENDIX A 42 BENCHMARKPORTAL BACKGROUND 42 APPENDIX B 43 Core Competencies of the BenchmarkPortal Team 43 APPENDIX C 45 Authors’ Professional Backgrounds 45 Dr. Jon Anton 47 Kamál Webb 50 APPENDIX D 53 RealityCheckTM Benchmarking Survey for Inbound Customer Service Call Centers 53 APPENDIX E 61 Glossary of Terms 61 Partial List of Participant AAA Life Insurance Adminastar Federal Aetna AFLAC AIG Allianz Life Allstate AMA Insurance Agency American United Life Amica Anthem Blue Cross Blue Shield California Casualty Carefirst Cendant Churchill Insurance Group CIGNA Colonial Life Delta Dental Farm Bureau Insurance Farmers Insurance Federated Insurance GEICO GMAC Insurance Great Lakes Health Plan Harmony Health Plan Iowa Bankers Insurance John Hancock Kaiser Permanente Kemper Insurance Liberty Mutual Lincoln National MassMutual Mercury Insurance MetLife Insurance Mutual of Omaha Nationwide New York Life NY Life Insurance PacifiCare Primerica Life Insurance Progressive Provident Prudential State Farm SunAmerica The Hartford Transamerica Travelers Zurich Life Price: $650.00

$650.00

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