BenchmarkPortal Offers Call Center Certification for Federal Agencies
June 06, 2011
By Chris DiMarco
, TMCnet Managing Editor
BenchmarkPortal’s (News - Alert) certification programs have helped many call centers become more efficient. Through recent developments the company is now offering their informative certification sessions to federal agencies. BenchmarkPortal has assembled a comprehensive package to help managers of federal customer service operations fulfill the requirements of President Obama's April 26th directive regarding streamlining service delivery and improving customer service set up. Agencies that may not have had exposure to newer call center and customer service technologies can quickly get up to speed with BenchmarkPortals guidance.
The certification program provides comprehensive assistance to help attendees meet the requirements of the EO, including the signature initiative, which seeks to use technology to improve customer service and establish a direct line of customer feedback. As part of this, participants will have their operations benchmarked against the government sector, the private sector and the "best of the best" customer contact centers to help set and understand goals within the customer service environment.
The program guarantees to identify cost savings in excess of the cost of the engagement. This money-back promise based on years of experience and backed by BenchmarkPortal’s expertise in the space
Though not the first involvement BenchmarkPortal has had with government operations, (previously working with the IRS, the Federal Reserve, the U.S. Military) this program promises to get smaller and less customer service savvy departments up to date quickly on the current best practices of the customer service industry.
The mandates in the Executive Order do not need to be in place until October, the sooner call and contact centers have these policy in place the better. By attending a BenchmarkPortal session and updating service to coincide with the best practices, call center, both public and private will quickly earn ROI.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter @cpdimarco.
Edited by Chris DiMarco