ABSTRACT
Hotlines need to perform optimally in order to receive quality tips. Some performance issues, such as a nonworking telephone number, can be avoided with preemptive testing. One way to determine hotline performance is benchmarking. Most hotline assessment guidance today tends to focus on benchmarking metrics as a key performance indicator. Benchmarking involves both internal and external components. Internal benchmarking entails reviewing internal company hotline data, and comparing that data over time. This review, combined with an external benchmarking, comparing company hotline data to that of other companies, is viewed today as a complete hotline performance assessment. For the most complete assessment, external hotline benchmarking should also be conducted. By reviewing another hotline's data, hotline administrators can determine whether their organization's hotline is performing similarly to its peers. Another important area to assess is adherence to best practices. A best practices assessment is a critical part of the overall hotline performance assessment process.
