About

BenchmarkPortal is the source for Customer Relationship Management (CRM) best practices information for call centers.

We are continually growing our database, already the world's largest, for call center metrics. We are extending both its national and international reach.

We provide our data to call center managers via a series of unique and actionable reports. With these reports managers can: a) compare their performance against an appropriate peer group of call centers; and b) make optimal, fact-based decisions regarding capital investment, personnel, procedures, etc.

Through our reports, as well as our leading edge research, we aim to contribute to the continual improvement processes of individual customer call centers, and ultimately to improve the performance of your call center.
The Center for Customer-Driven Quality™ at Purdue University The Center for Customer Driven Quality (CCDQ) is internationally recognized as the premier research and education organization for customer access issues. Our partnership between our educational/research institution and the corporate world is what enables us to provide leading edge research and education to the ever-critical customer contact/service industry.

The Center for Customer-Driven Quality has been actively benchmarking call/contact centers under the direction of Dr. Jon Anton since 1995. During this time the Call Center Benchmark Survey has become an internationally recognized data source.

Due to the popularity and growth of the benchmark survey, the Purdue Research Foundation licensed BenchmarkPortal, Inc. as the business entity to technically support data collection and to distribute the survey results to the customer contact industry. The benchmark study, and its resulting reports, are designed to encourage participants to conduct a self-assessment of their call center performance as compared to best practices of top performing call and contact centers. In this way our benchmarking reports help to raise the bar globally for excellent customer service, which is both our vocation and our passion.