How to Ensure a Fair, Apples-to-Apples Comparison of Your Call Center Benchmarking Data
How Does Your Call Center Stack Up
Part 3: Benchmarking Peer Group Selection
How to Ensure a Fair, Apples-to-Apples Comparison of Your Call Center Benchmarking Data
Introduction
The first question we often hear from a client who wants to join a MetricNet benchmarking consortium is "How many companies do you have in your database from my industry?" An equally common question is "Do you have companies ABC, and XYZ in your database?" Both of these questions assume that a valid call center benchmark must include only companies from your specific industry. Sometimes this assumption is accurate, but oftentimes it is not.
The fact is, there are many other factors besides industry affiliation that are more important – sometimes far more important – when selecting a peer group for benchmarking comparison. From 30 plus years of benchmarking experience and more than 1,000 call center benchmarks, MetricNet has developed a proprietary technique called Dynamic Peer Group Selection that ensures a fair and accurate benchmark of your call center. Here, for the first time, MetricNet explains the process, and provides an approach for selecting a valid peer group for your benchmark.
View Other Whitepapers
Part 1: Benchmarking Defined
How World-Class Call Centers Use Benchmarking to Continuously Improve Their Performance
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Part 2: Call Center KPI's
The Five Most Important Performance Indicators for Customer Service Call Centers
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