A Partnership That Multiplies Your Success
+201002145400
Contacts Plus Spike — operational expertise in the MENA region since 2004
BenchmarkPortal — the global benchmark in contact-center metrics and best practices since 1995
College of Contact Center Excellence-USA — internationally recognized vocational training & certification
Together we deliver a seamless blend of data-driven performance, certified talent, and industry-proven methodology—giving you an outsourcing partner no single provider can match.
Access to the world’s largest database of contact-center KPIs
Continuous alignment with Top Rank benchmarking standards
Cost, Quality, and Customer-centric metrics tracked and optimized quarter-by-quarter
On-site and virtual Center of Excellence audits to keep your operation at peak efficiency
BenchmarkPortal’s research shows centers aligned with our best practices enjoy up to 25 % lower cost per contact and 20 % higher CSAT.
Milestone | Impact |
|---|---|
2004-Today – Contacts Plus Spike
| 20+ years of regional leadership & 50+ enterprise clients |
1995-Today – BenchmarkPortal
| 40,000+ centers benchmarked; 2,300 certified “Centers of Excellence” |
| Global Projects | Deployments across USA, Canada, GCC, EU & APAC with average 92 % CSAT |
Real-world outcomes include 40 % faster ramp-ups, 15 % cost savings, and double-digit NPS gains for clients who adopt our joint frameworks.
Process Snapshot
Discovery & Benchmarking – Current-state analysis and KPI baselining using BenchmarkPortal tools.
Solution Design – Co-create a BPO blueprint calibrated to your cost, quality, and growth targets.
Certified Talent Deployment – Agents trained and accredited by the College of Contact Center Excellence.
Continuous Optimization – Quarterly benchmark reviews, gap remediation, and innovation road-mapping.
Outcome: a bespoke outsourcing landscape that scales with your business while continuously outperforming industry norms.
