BenchmarkPortal Call Center Certification Radio Show to Discuss Latin Population
November 11, 2011
By Susan J. Campbell
, TMCnet Contributing Editor
Call center certification is an important element for any customer service support center focused on achieving optimal customer satisfaction. By making training and certification a priority for all call center managers and even key agents, the organization demonstrates dedication to excellence and optimizing the customer experience.
To expand on this point, BenchmarkPortal (News - Alert) is offering the CallTalk Online Radio show next week. Set to take place on Wednesday, November 16th @ 1:00 PM PT/ 4:00 PM ET. The show’s topic will be VUI and the Latino Caller – Continuously Emerging Caller Base of Spanish Speaking Clients.
The Spanish-language market is rapidly expanding, demanding call center certification among top performers to properly cater to this base. It’s critical that the call center is able to support the Spanish-speaking segment of the market, or risk losing significant revenue opportunity due to a lack of communication.
This online radio show will feature Bruce Belfiore, host of BenchmarkPortal's CallTalk online radio show. He will be joined by co-host Sondra Ahlén, Principal Voice User Interface (VUI) Consultant from SAVIC.
Ahlén will spending some time discussing the very real and important impact of the growing U.S. Latino population on the design of English/Spanish automated phone systems, company profitability, Latino customer satisfaction, call center productivity, and bilingual customer service.
BenchmarkPortal would also like to know more about your experience as a call center manager with Spanish-speaking customers. Take moment and complete the call center certification provider’s brief, 12-question survey. A link with the survey results will be emailed to all participants and results will also be discussed on the show.
The results will be included in a comprehensive BenchmarkPortal report, valued at $199. Anyone participating in the survey will gain access to this valuable report for free.To raise the stakes for participating in this live, online radio show, BenchmarkPortal will give one lucky listener a $1500 Benchmarking Survey Giveaway.
In other call center certification news, TMCnet recently reported that BenchmarkPortal’s call center campus is a “Certified Success”. Last month’s Call Center Campus event in Las Vegas, produced by BenchmarkPortal and The College of Call Center Excellence provided an opportunity to obtain call center certification, and allowed industry members to meet best in class centers, discuss future trends and the impact of benchmarking for the future.
Proctor Financial, Inc., the United States' seventh largest independent insurance intermediary, earned a Center of Excellence certification for call center services from BenchmarkPortal. Founded by Dr. Jon Anton at Purdue University (News - Alert), BenchmarkPortal is considered an industry leader in call center benchmarking, call center training, and call center certification worldwide.Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco