--- title: "Benchmarking: Putting KPIs to Work" description: Benchmarking is part of a methodology that leads to results - - and provides the measurable impacts that can be translated to dollars for management presentations. image: http://resources.benchmarkportal.com/hubfs/Benchmarking/call-center-benchmarking-value-cycle.jpg --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) - [iBenchmark](https://www.benchmarkportal.com/ibenchmark/) - [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) - [Certification](https://www.benchmarkportal.com/contact-center-certification/) - [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) - [Training](https://www.benchmarkportal.com/contact-center-training/) - [AI in the Contact Center](https://www.benchmarkportal.com/ai-for-contact-center-professionals-certification/) - [Management Certification](https://www.benchmarkportal.com/contact-center-manager-training-certification/) - [Supervisor Certification](https://www.benchmarkportal.com/contact-center-supervisor-training/) - [Quality Assurance Certification](https://www.benchmarkportal.com/call-center-quality-assurance-training-certification/) - [Workforce Manager Certification](https://www.benchmarkportal.com/contact-center-workforce-manager-training-certification/) - [Coaching for Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) - [Agent Certification](https://www.benchmarkportal.com/call-center-agent-training-certification/) - [Agent Soft-Skills](https://www.benchmarkportal.com/contact-center-agent-soft-skills-training/) - Learning Chanel - [Call Center Learning Channel](https://www.benchmarkportal.com/call-center-learning-channel/) - [Call Center Learning Channel Plus](https://www.benchmarkportal.com/call-center-learning-channel-plus/) - [Resources](https://www.benchmarkportal.com/resources/) - [Publications](https://www.benchmarkportal.com/contact-center-publications/) - [Mastery eBook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) - [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) - [Blog: Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Books](https://www.benchmarkportal.com/contact-center-books/) - [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) - [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) - [Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) - - [CallTalk Radio Show](https://www.benchmarkportal.com/calltalk-radio-show/) - [CallTalk Archives](https://resources.benchmarkportal.com/calltalk) - - [News](https://www.benchmarkportal.com/contact-center-news/) - [Contact Centers and COVID-19](https://resources.benchmarkportal.com/covid-19) - [Press Releases](https://resources.benchmarkportal.com/news/tag/press-releases) - [Testimonials](https://www.benchmarkportal.com/contact-center-videos/) - [Videos](https://www.benchmarkportal.com/contact-center-videos/) - [Partners](https://www.benchmarkportal.com/partners/) - [FAQ](https://www.benchmarkportal.com/faq/) - - [Discover Us](https://www.benchmarkportal.com/discover-us/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) - [About](https://www.benchmarkportal.com/about-benchmarkportal/) - [Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Benchmarking: Putting KPIs to Work ## ***Where Data Turns Into Action, Producing Measurable Results!*** This blog will be perky and pointed. There are some things in life you just have to do - - and you get a lot out of them. [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) is one of them. True, some contact centers just seem to bump their way to excellence. However, most truly [excellent contact center operations](https://www.benchmarkportal.com/contact-center-certification/) take a disciplined approach to their efforts. They analyze, discuss and act to improve people, process and technology issues that have an impact on the service they provide to customers. [![LEARN HOW TO MEASURE UP TO YOUR CONTACT CENTER COMPETITION! DOWNLOAD BENCHMARKING EBOOK](https://no-cache.hubspot.com/cta/default/2741670/3d3edca2-0fbd-468f-af5a-fae546376b80.png)](https://cta-redirect.hubspot.com/cta/redirect/2741670/3d3edca2-0fbd-468f-af5a-fae546376b80)The starting point for any disciplined approach to evaluation and improvement must be benchmarking. Consider that: - Improvement initiatives are always a matter of cost and impact. - Impact analysis must include effect on competitive position - Competitive position can only be measured through operational results, i.e. metrics - Those metrics must be compared with other organizations in the same sector to determine how a center stacks up. - Where metrics show a negative gap, the disciplined approach requires mapping over to people, process and technology issues that can move the needle on the metrics. ![Top View of Boot on the trail with the text Whats Your Next Step?.jpeg](https://resources.benchmarkportal.com/hs-fs/hubfs/Stock%20images/Top%20View%20of%20Boot%20on%20the%20trail%20with%20the%20text%20Whats%20Your%20Next%20Step%3F.jpeg?width=320&name=Top%20View%20of%20Boot%20on%20the%20trail%20with%20the%20text%20Whats%20Your%20Next%20Step%3F.jpeg) That’s it. It’s simple, but powerful. Basically, you are not in line with management best practices if you do not benchmark, because you cannot see where you need to improve in the context of your industry in the absence of a benchmark. Without benchmarking, you are likely to make the wrong decisions for the wrong reasons. With [contact center benchmarking](https://www.benchmarkportal.com/benchmark-your-contact-center/) you have the data you need to conduct the analysis you need to form the insights you need to pick the fixes you need. (Yes, it’s a bit of a run-on sentence, but truer words were never written). Good management is about optimization, and you surely cannot optimize rationally without the insights that come from benchmarking. ![Case Study Concept on the Mechanism of Shiny Metal Gears..jpeg](https://resources.benchmarkportal.com/hs-fs/hubfs/Stock%20images/Case%20Study%20Concept%20on%20the%20Mechanism%20of%20Shiny%20Metal%20Gears..jpeg?width=243&name=Case%20Study%20Concept%20on%20the%20Mechanism%20of%20Shiny%20Metal%20Gears..jpeg)After years of benchmark analysis, I can see issues in contact centers by looking at their benchmark reports, much as a physician can see issues by looking at your blood panel. So many centers have gone from sorry states to success by embarking on journeys to excellence that start with a benchmark-based assessment \[[View the BCBS Florida case study](https://www.benchmarkportal.com/bcbsfl-case-study/)\]. We have seen this time and again, also in the government and non-profit sectors. Managers always ask questions. Some of those questions can only be answered through benchmarking. Managers always want results. Benchmarking is part of a methodology that leads to results - - and provides the measurable impacts that can be translated to dollars for management presentations. Get your questions answered. Manage your center better. Obtain results and compute improvement in ways you may have never done before. Benchmark.  Bruce Belfiore, CEO, BenchmarkPortal --- ![faculty-bruce-belfiore-3.jpg](https://resources.benchmarkportal.com/hs-fs/hubfs/BMP%20IMAGES/Faculty/faculty-bruce-belfiore-3.jpg?width=92&name=faculty-bruce-belfiore-3.jpg)*Bruce Belfiore is Senior Research Executive and CEO of BenchmarkPortal, custodian of the world’s largest database of contact center metrics.  He hosts the monthly online radio show "CallTalk" and is chancellor of The College of Call Center Excellence, which provides courses for call center professionals.  He has consulted for many Fortune 1000 companies, helping them to improve the strategic value, efficiency and effectiveness of their customer contact operations. He is the author of the book Benchmarking At Its Best for Contact Centers and holds bachelor’s, MBA and JD degrees from Harvard University.* [![LEARN HOW TO MEASURE UP TO YOUR CONTACT CENTER COMPETITION! DOWNLOAD BENCHMARKING EBOOK](https://no-cache.hubspot.com/cta/default/2741670/3f26868c-c9b6-40ff-be0e-605dc0f72338.png)](https://cta-redirect.hubspot.com/cta/redirect/2741670/3f26868c-c9b6-40ff-be0e-605dc0f72338) Topics: [call center kpi's](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-kpis), [call center performance indicators](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-performance-indicators), [call center performance](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-performance), [key performance indicators](https://resources.benchmarkportal.com/contact-center-articles/topic/key-performance-indicators), [kpi's](https://resources.benchmarkportal.com/contact-center-articles/topic/kpis) ### Improve Your Center [Contact Center Certification](https://www.benchmarkportal.com/contact-center-certification/) [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) [Custom Consulting](https://www.benchmarkportal.com/custom-contact-center-consulting/) ### Compare Your Center [Contact Center Benchmarking](https://www.benchmarkportal.com/benchmark-your-contact-center/) [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) [Automated Benchmarking](https://www.benchmarkportal.com/ibenchmark/) ### Excel With Training [Management](https://www.benchmarkportal.com/contact-center-manager-certification-training/) [Quality Assurance](https://www.benchmarkportal.com/call-center-quality-assurance-certification/) [Workforce Management](https://www.benchmarkportal.com/contact-center-workforce-manager-certification/) [Coaching For Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) [Supervisor / Team Leader](https://www.benchmarkportal.com/contact-center-supervisor-certification/) [Agent / Customer Service Rep](https://www.benchmarkportal.com/contact-center-agent-training/) [Call Center Campus Week](https://www.benchmarkportal.com/call-center-campus-2/) ### Support & Tools [CallTalk Online Radio Show](https://www.benchmarkportal.com/calltalk/) [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) [Free Mastery Ebook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) [Free Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) [Testimonials](https://www.benchmarkportal.com/testimonials/) [News](https://resources.benchmarkportal.com/news/tag/press-releases) [Videos](https://www.benchmarkportal.com/contact-center-videos/) [Books](https://www.benchmarkportal.com/contact-center-books/) [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) [![](https://resources.benchmarkportal.com/hubfs/Backgrounds/Screen-Shot-.png)](https://www.benchmarkportal.com/contact-benchmarkportal/) Copyright © 2026 BenchmarkPortal, LLC     |   [Privacy Policy](https://www.benchmarkportal.com/privacy-policy/)   |   [Directory](https://www.benchmarkportal.com/our-team/)   |   [FAQ](https://www.benchmarkportal.com/faq/)   |   [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/)   |   [Home](https://www.benchmarkportal.com/)