Contact Centre Benchmarking and Consultancy

Discover what Benchpresso can do for your business.

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.

A modern office environment with several people working at computer stations. Individuals are wearing headsets, indicating a call center setting. The workspace is divided by purple privacy screens and features large desktop monitors. A green plant adds a touch of nature to the otherwise clean and professional atmosphere. Natural light comes through the windows, enhancing the bright and focused work environment.

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.

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.

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core areas

KPIs

Sample heatmap showing how performance can be mapped across key KPI areas.

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performance lenses

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.

selective focus photography of person using smartphone

Contact

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