The Center for Customer Driven Quality has been actively benchmarking call/contact centers since 1994. During this time the Call Center Benchmark Survey has become an internationally recognized data source. We began producing the survey results as a part of research by Dr. Jon Anton and in support of the industry demands. Due to the popularity of the benchmark survey, the Center For Customer Driven Quality (CCDQ) has licensed BenchmarkPortal, Inc. as the business entity to technically support the data collection and dissemination as well as sell and distribute the survey results to the customer contact industry. Since 1994, Dr. Jon Anton and other researchers at CCDQ have studied and published an extensive reports on call and contact centers. The benchmark study and its resulting reports are designed to encourage participants to conduct a self-assessment of their call center performance as compared to best practices of top performing call and contact centers.