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How Does YOUR Call Center Stack Up?

Part 1:  Call Center Benchmarking Defined

How World-Class Call Centers Use Benchmarking to
Continuously Improve Their Performance


Benchmarking is a well-established tool for measuring and managing call center performance.  Effective benchmarking enables you to quantify the performance of your call center, compare your call center to others in your industry, identify performance gaps, and define the actions necessary to close the gaps.

The power of benchmarking is that it enables a company’s call center to save enormous amounts of time and energy by building upon the know how of its peers, competitors and world-class companies.  Call centers that are focused exclusively on their internal operations tend to make progress at an evolutionary pace.  But benchmarking forces an organization to look externally – at the competition.  By studying the competition, and selectively adopting practices from the best-of-the-best, call centers that successfully employ benchmarking are able to improve their performance at a revolutionary pace.

In this article, MetricNet (, a leading source of online benchmarks and a pioneer in call center benchmarking, provides a working definition of benchmarking, defines a proven methodology for achieving world-class performance through benchmarking, and discusses the key success factors for effective benchmarking.

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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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