About Benchpresso

Benchpresso is an independent team of experts with a clear mission: to take contact centre performance management to the next level. Drawing on decades of experience in Hungary and across international markets, we help turn data into meaningful insight — and insight into strategy.

We believe benchmarking is far more than a simple comparison. It is a genuine point of reference that helps our partners improve performance, enhance customer experience and build a competitive edge. Benchpresso was created to help businesses see the contact centre not as a cost centre, but as a strategic driver of value.

Who We Are?

Why Choose Us?

In the world of contact centres, huge amounts of data are generated every day, yet the real story is often lost in a sea of numbers. We help our clients see their position clearly and gain an objective basis for comparison against others in their sector.

This allows them to use their resources not only to gain competitive advantage, but also to continuously refine and improve their services. We do not deliver dry analysis — we look beyond the figures, uncover real patterns and connections, and help our partners better understand both their customers and their operations in an industry-wide context.

Our Services

Performance Improvement Consulting

Data-led analysis and tailored improvement plans that provide clear direction for enhancing operations and customer experience.

Leadership Workshops

Focused, interactive sessions where we work closely with decision-makers to shape strategy and define priorities.

Benchmarking

Regular, structured performance measurement and benchmarking at both industry and international level, supported by clear, easy-to-navigate reporting

Implementation Support

Coaching

We do not stop at recommendations. We also support delivery — whether that involves operational optimisation, technology development or rethinking people processes.

Tailored support for leaders and teams to help ensure improvements deliver lasting results in practice.

How We Work

Benchpresso’s methodology is both data-led and people-centred. We do not stop at the numbers — we explore the reasons and relationships behind them, so our clients gain insights that are genuinely meaningful.

We guide our partners through each step of the process, from data collection to implementation, in a clear, transparent and easy-to-follow way.

What We Assess

• Customer service volumes and costs – how inbound and outbound contact volumes develop, and what they cost.

• Customer experience – including FCR (First Contact Resolution), CSAT and NPS.

• Operational efficiency – including average handling time (AHT), abandoned calls, transfers and cost per contact.

• Digital maturity – the use of automated channels, chatbots and voicebots

• Employee engagement – including attrition and satisfaction indicators

• Automation and back-office processes – transaction types and the level of automation in place

• Sales effectiveness – the performance of inbound and outbound campaigns

• HR and organisational factors – including attendance, engagement and team structure

• Strategic alignment – how the contact centre supports wider business goals and customer experience.

160+

9

core areas

KPIs

3

performance lenses

Our KPI Evaluation Framework

We combine data validation, benchmark comparison, operational analysis and business interpretation to turn KPI review into clear, decision-ready insight.

KPI Validation

We begin by reviewing KPI definitions, scope and calculation logic to make sure each metric is interpreted correctly from the outset. We also assess data availability, consistency and reporting maturity, as reliable conclusions can only be built on reliable inputs. Before benchmarking begins, we identify missing, unclear or non-comparable data points so that the analysis is grounded, accurate and relevant.

Benchmark Comparison

Once the data foundation is in place, we compare performance against industry averages and relevant best-practice ranges. This helps us show where results are ahead of the market, where they fall behind, and where they broadly align with expected standards. Rather than presenting figures in isolation, we use benchmarking to create a clearer picture of relative performance and overall positioning.

Pattern & Gap Analysis

We then look beyond individual KPI values to identify broader patterns, hidden strengths, weak spots and cross-KPI relationships. This stage is especially important because performance issues are not always visible in a single headline number. By examining gaps, inconsistencies and correlations across customer experience, digital maturity, workforce and operational efficiency, we can distinguish structural issues from one-off movement.

Business Interpretation

Finally, we translate KPI findings into business meaning. We highlight likely root causes, define practical focus areas and connect the analysis to operational priorities and measurable next steps. The goal is not simply to describe performance, but to make it easier for leaders to understand what matters most, where the biggest impact sits, and what actions are worth taking next.

Trusted Data Sources Behind Our Benchmarks

Our benchmarking framework combines multiple data sources to provide a credible, balanced and commercially relevant view of contact centre performance. We draw on anonymised client-contributed data, recognised external benchmark sources, public industry research and international reference points.

Client-Contributed Benchmark Data

We complement our internal benchmark base with recognised external sources from the contact centre and customer operations field, including benchmarking programmes, industry research and international reference points. Relevant examples include The Forum, COPC and ContactBabel, all of which publish benchmarking, standards or operational research used widely across the industry.

We only use shared data where explicit permission has been given for benchmarking purposes. Where permission is not provided, the data is excluded from any shared benchmark pool or aggregated comparison set. Our benchmarks are interpreted in context, taking into account sector, operating model and service environment rather than relying on a single headline average.

External Benchmark and Industry Sources

Confidentiality and Context

Part of our benchmark base is built from operational data contributed by clients who have chosen to support anonymised benchmarking comparisons. This helps us develop a growing real-world reference base across different industries, operating models and service environments. It allows us to ground our analysis in practical performance patterns rather than theory alone.

We benchmark with context, not just volume — combining trusted sources, careful interpretation and strict confidentiality principles.

Contact

Get in touch to find out how we can support your contact centre.

© 2025. All rights reserved.