BenchmarkPortal
Center for Customer-Driven Quality™
Outbound Contact Center
RealityCheckTM Survey
Thank you for participating in our research into contact center best practices.
In addition to this Survey, we also have in-depth RealityCheckTM Surveys for the following types of centers in
development:

Inbound Contact Centers

Multichannel Contact Centers

Inbound Technical Support to External Customers
Please make note of the following regarding this Survey:
1. An Outbound Contact Center is defined as any group of telephone Agents whose principle
responsibilities include scheduled outbound calls to a selected group of Customers and/or prospects.
2. Please use one questionnaire for each call center in your company.
3. Your individual performance data will be kept in strict confidence on our secured server.
4. When submitting this survey, please include all supporting documentation.
5. Please use US Dollar equivalents when responding to all questions concerning moneys.
6. When you have completed this Survey, you may submit your data by one of the following methods:

FAX your completed Outbound Survey to: (805) 618-1557, attention to Dru Phelps, or

MAIL your completed Survey to:
BenchmarkPortal, LLC 126 E Constance Avenue Santa Barbara, CA 93105
All rights reserved Outbound RC by BenchmarkPortal v082812
Page 1
Outbound Participant Information
(Please fill in completely)
Name
Title
E-mail Address
Company Name
Mailing Address
City
State/Province
Postal/Zip Code
Country
Phone Number
Extension
FAX Number
Toll-Free Number of Your Call Center
Referred by:
If you have a problem completing your questionnaire, or you have any questions
concerning benchmarking, please e-mail our Survey Team at:
survey@benchmarkportal.com
(800) 214-8929 ext. 1
Telephone us between 8 AM and 5 PM Pacific Time,
Monday through Friday
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From the Industry Groups Below, Please Circle One
Industry that Best Represents Your Company
Catalog - Retail/Wholesale
Chemicals Consumer/Industrial/Pharmaceutical
Computer - Hardware
Computer - Software
Consumer Products - Consumables
Consumer Products - Durable Goods
Consumer Products - Electronics
Consumer Products - Non-Durable Goods
Consumer Products - Other
Education
Financial Services - Annuity
Financial Services - Banking
Financial Services - Brokerage
Financial Services - Credit Card
Financial Services - Other
Freight - Rail/Trucking/Shipping
Government - Federal
Government - Local
Government - Service Providers
Government - Service Providers, Health Care
Government - State/Provincial
Health Care - Medical Equipment
Health Care - Provider/Hospitals
Health Care - Support Services
Immediate Response Services
Insurance - Health
Insurance - Life
Insurance - Other
Insurance - Property & Casualty
Manufacturing - Industrial/Construction
Manufacturing - Light
Manufacturing - Transportation
Media - Infomercial/Direct Marketing
Media - Publishing/Newspaper/Magazine
Not for Profit
Telecom - Cellular/Wireless
Telecom - Service/Landline
Telecom - Technology
Toll Operators
Travel & Hospitality
Utilities - Energy Reseller
Utilities - Investor Owned (IOU) Utilities –
Municipal
Other
*You may further describe your Contact Center organization here, if needed:
All rights reserved Outbound RC by BenchmarkPortal v082812
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Outbound RealityCheck™: Please provide as much contact data as possible. If you're not sure of an
answer, give it your "best estimate" and then choose "estimate" on the items that aren't precise.
Make notes on items where you may have questions or calculations to help define the key metric.
If applicable, you may complete our Inbound RealityCheck online at www.BenchmarkPortal.com.
1. What percentage of your Contact Center is: (Please check one)
a. Outbound only (a dedicated line)
b. Inbound and Outbound Calls
____%
____%
2. How many Inbound calls are handled annually in total by your Center? _______
____ est?
(This number reflects a grand total of Inbound calls per year. Below you will track the annual
Outbound volume of calls by the method of call completed)
a. IVR Inbound calls handled per year
_____________ ___ EST?
b. Live Agent Inbound calls handled per year ____________ ___ EST?
c. Average handle time per Inbound call by Agent (ATT+ACW) ________ minutes
3. How many Outbound Calls are handled annually in total:
________ ___ est?
(This number reflects a grand total of Live connects in outbound calls per year. Below you will
report the average volume of calls by day by the type of contacts made)
a. Volume of Outbound Sales/leads/ or Campaign calls of ‘live’ connects per day _______
o Dialed annually _______
o Live connects annually_______
b. Volume of Outbound Collection calls of ‘live’ connects per day ____________
o Dialed annually _______
o Live connects annually_______
c. Volume of Outbound Research/ Follow-up customer calls in ‘live’ connects per day ______
o Dialed annually _______
o Live connects annually_______
4. Annual average of full-time agents handling contacts
______________ ___ est?
(A full-time agent is considered as one who works 40 hours or more per week, or
equivalent is used by your center. Note the number of agents working in the capacity
as a full-time agent by call skill type. Total should relate to your headcount.)
a) Outbound phone dedicated agents
_____
__EST?
b) Inbound and Outbound
_____
__EST?
c) Blended (handle multiple customer service channels)
_____
__EST?
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5. Annual average of part-time agents handling contacts
(A part-time agent is one who works a part-time schedule or temporary of less than
36 hours per week or whatever equivalent part-time cap is used by your center. As
this is an operational metric, the specific hours worked is less important than the
numbers of agents working in the capacity of a part-time agent.)
a) Outbound phone only
b) Inbound and Outbound as scheduled
c) Blended (handle multiple customer service channels)
6. How do you compensate your agents?
a) Average hourly wage for full-time agents.
b) Average hourly wage for part-time agents.
c) Annual bonus or incentive given per agent
____
_____
_____
$ __________
$ __________
$ _________
__EST?
__EST?
__EST?
__ EST?
__ EST?
__ EST?
7. What is your annual agent turnover in percent?
______________ EST?
a) Number of full-time agents who left the center per year. __________
__ EST?
Now select the CALL TYPE most reflective of your services in Outbound Contacts from these three:
8. If you handle OUTBOUND TELEMARKETING/SALES AND LEAD GENERATION CALLS, over the past
12 consecutive months, what were your average performance metrics for: Answer all key
performance measures for your center. Add any other key metrics of value.
a. Average talk time in minutes on ‘live’ calls
______ minutes __EST?
b. Average after call work time in minutes
_____ minutes __EST?
c. Agent time between calls
_____ minutes __EST?
_____ minutes __EST?
d. Agent occupancy available per shift in percent
Number
of
FTE
agents
on
outbound
____________ __EST?
e.
__________% __EST?
f. Percent live connects to total attempts
__________% __EST?
g. Average number of live connects per agent per shift
__________% __EST?
h. Percent of right person connect
Percent
of
sales
to
live
connects
__________% __EST?
i.
j. Average sale value
$_________
__EST?
k. Cost per sale
$ ________
__EST?
l. Average sales revenue per agent per year
$_________
__EST?
m. Average sales revenue per agent per shift
$_________
__EST?
 Other key metrics may be added here:
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9. If you handle OUTBOUND COLLECTION CALLS, over the past 12 consecutive months, what were
your average performance metrics for:
a. Average talk time in minutes
b. Average after call work time in minutes
c. Agent time between calls
d. Agent occupancy or available in percent
e. Percent agent adherence to schedule
f. Percent live connects to total attempts
g. Total live connects per hour
h. Percent of right person connect
i. Percent of Collections or Promises to pay to Live connects
j. Average Collection or Promise to pay value
k. Cost per Live connect (in dollars
l. Cost per Collection or Promise to pay
 Other Key Metrics may be added here
______ minutes
_____ minutes
_____ minutes
______minutes
___________%
__________%
________ _
__________%
__________%
$_________
$_________
$_________
__EST?
__EST?
__EST?
__EST?
__EST?
__EST?
__EST?
__EST?
__EST?
__EST?
__EST
__EST?
10.If you conduct OUTBOUND MARKET RESEARCH/SURVEY or FOLLOWUP CALLS, over the past 12
consecutive months, what were your average performance metrics for:
a. Average talk time in minutes per call
______ minutes __EST?
b. Average after call work time in minutes per call
_____ minutes __EST?
c. Agent time between calls
_____ minutes __EST?
_____ minutes __EST?
d. Agent occupancy or availability in percent
agent
adherence
to
schedule
___________%
__EST?
e. Percent
f. Cost per call (in dollars)
$_________
__EST?
g. Cost per completed survey
$_________
__EST?
h. Completed surveys per hour
________ _
__EST?
Percent
live
connects
to
total
attempts
__________%
__EST?
i.
__________% __EST?
j. Percent of right person connect
__________% __EST?
k. Percent of completed surveys to right person connects
l. Average number of completed surveys per agent per year
________ _
__EST?
 Other Key metrics may be added here
Thank you for participating in this survey.
Survey@BenchmarkPortal.com
All rights reserved Outbound RC by BenchmarkPortal v082812
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