Dr. Jon Anton and BenchmarkPortal are THE SOURCE for Customer Relationship Management (CRM) BEST PRACTICES information for contact centers. BenchmarkPortal provides data to contact center executives through a series of unique, actionable benchmark reports that compare their center's performance against an appropriate peer group of contact centers and make optimal fact based decisions regarding capital investment, personnel, procedures, etc.

Utilizing the world's largest database of contact center metrics from over 6,000 contact centers, BenchmarkPortal and Dr Jon Anton will offer to vendors a complete menu of marketing products and ideas, co-branding opportunities, as well as the ability to customize benchmark research projects, product validation studies with a true hard numbers testimonial and sponsorships for ongoing research and studies.

BenchmarkPortal and Dr.Anton have extensive experience and expertise in measuring and reporting on Customer Satisfaction, Agent Satisfaction and performing Call Center Audits and Assessments. Your best- in-class centers can now earn designation as Certified Centers of Excellence!

BenchmarkPortal now hosts numerous targeted surveys on operational metrics, which attract contact center participants from around the globe, including many Fortune 500 companies. Subscribers to our peer group service input their survey data via the web and receive back benchmarking reports within 48 hours that compare their center to their chosen peer group. This has become a “must do” function for well-managed contact centers before budget time, and at other “decision point” times during the year. Those who score in the upper quartile of our proprietary ranking system are eligible for Certification by BenchmarkPortal and the Center for Customer-Driven Quality.

Studies show that customer satisfaction correlates with customer loyalty, repeat purchases and profits. BenchmarkPortal specializes in the survey design, report creation and interpretation of the customer experience. SatScore, it’s granular, dashboard methodology has been called “revolutionary” by industry participants and the results obtained from clients such as eBay indicate that bringing reports down to the agent level makes the entire exercise extremely actionable and value-building. We have also partnered to bring the industry a separate, snapshot product called Customer Experience Benchmark, which uses universal satisfaction metrics and the proprietary Anton Index to compare your satisfaction scores to your industry and peer group. Centers who want a complete program will use SatScore to monitor satisfaction on a continual basis, and then commission a Customer Experience Benchmark twice a year to measure their competitive performance against peers.

Agents represent both the largest cost component of most call centers and a major quality challenge due, in great part, to turnover, which is over 25% sector-wide. Agents are also your crucial first line of contact with your most valuable asset, your customers. Research shows that satisfied agents correlate with satisfied customers and lower turnover. Our service helps you manage toward retention of good agents, as well as toward rewarding the behaviors that will bring you and your company success.

BenchmarkPortal manages the AT&T College of Call Center Excellence, the curriculum for which was developed at the Center for Customer-Driven Quality and has been taught throughout the world. Courses are offered for every level of contact center employee. Successful completion entitles the participant to receive a certificate issued jointly by Purdue’s Center for Customer-Driven Quality and AT&T. This marriage of superior content with a prestigious, recognized credential makes these courses both a boon to management and a morale enhancer for the participants.