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For the benchmarking practitioner, the case studies offer insights into the proper methodology for effective benchmarking. And for MetricNet’s prospective clients, the case studies provide assurance that MetricNet benchmarks yield tangible, measurable business benefits for your organization.

Business Mandate

Call Center Benchmarking Case Study

A nationwide bank was handling more than 6 million contacts a year from two call centers in North America. At a fully-loaded cost per contact of $5.85, the bank was spending about $36 million per year on its customer service call centers. Ever mindful of the need to manage costs and increase profitability, the bank president challenged the call center to reduce its operating budget by 15%, or $5.4 million within one year.

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Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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