Performance Benchmarking

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Organizations that use internal or external benchmarking practices regularly report continuous improvement in performance by gaining insights into best practices and performance gaps.

1. What Is the Meaning of Performance Benchmarking?

Performance benchmarking is the process of comparing your business’s processes, metrics, or results against industry standards or top-performing competitors. The goal is to identify gaps, set realistic improvement targets, and optimize overall performance.

2. What Is an Example of Performance Benchmarking?

Example: A call center compares its First Call Resolution (FCR) rate against the industry average. If the industry average is 85% and the center scores 75%, benchmarking helps identify improvement areas, like training, scripting, or tech tools, to reach or exceed the standard.

3. What Are the Three Types of Performance Benchmarking?

1. Internal Benchmarking – Comparing performance between teams or departments within the same organization.
2. Competitive Benchmarking – Measuring performance against direct competitors.
3. Functional/Strategic Benchmarking – Comparing specific functions or strategies with those of high-performing organizations in different industries.

4. How to Do Performance Benchmarking?

To conduct performance benchmarking:

1. Select metrics to measure (e.g., CSAT, AHT, conversion rate)
2. Identify benchmarks from industry reports or competitors
3. Collect internal data consistently across departments or teams
4. Analyze gaps and root causes
5. Set improvement goals and implement targeted strategies
6. Use tools like Convin to automate performance tracking and provide real-time coaching to hit benchmarks faster

Track, compare, and improve with Convin’s AI benchmarking tools