Benchmark Adds Call Center Outsourcers to Center of Excellence Certification
March 01, 2012
By Chris Freeburn
, TMCnet Web Editor
Call center performance benchmarking company BenchmarkPortal (News - Alert) announced that it will start certifying call center outsourcers for its Center of Excellence program.
BenchmarkPortal notes that receiving certification from its Center of Excellence programs demonstrates to potential and existing customers a business’s high level of commitment to delivering outstanding call center operations and the application of industry best practices. The company uses its proprietary “balanced scorecard” methodology to examine metrics relating to quality and cost during evaluations of call center operations. These statistics are assessed by ongoing review of thousands of performance metrics accumulated in BenchmarkPortal’s extensive data collection of thousands of call centers worldwide, the largest of its kind in the world. The company then awards certification to those call centers whose metrics for cost and quality show exception performance.
As the call center industry becomes ever more competitive, with call center service providers around the world vying with each other to deliver services to companies of all sizes, businesses on the hunt for potential outsourcing partners for the call center operations want to see evidence that their calls will receive the best service. Certification from BenchmarkPortal is an effective sign that a call center provides efficient and cost-effective service. BenchmarkPortal assists call center operators in demonstrating that their operations confirm to industry-accepted standards.
"The certification process is well worth the time and effort. Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. Our call center staff was energized by earning the Center of Excellence Certification. We all take a great deal of pride in this accomplishment and are eager to keep improving our customer service experiences,” said John Harcourt, 2nd VP Client Servicing and Operations, Allied Solutions, in a BenchmarkPortal release.
BenchmarkPortal’s database of call center metrics and 17 years of in benchmarking and certifying business provide confidence to businesses looking for potential call center service providers, the company said. The company has certified hundreds of Global 500 call centers worldwide. The certification process validates outsourcer services and boosts outsourcer marketing efforts, increasing client satisfaction metrics and bottom lines.
Call center operations are central to many company’s customer outreach efforts and often provide an initial interaction point between company and customer, where a customer’s brand loyalty and future purchases can often be won or lost. So it is hardly surprising that companies are willing to invest heavily in developing their call center operations, or outsourcing them to a service provider who can deliver the highest quality operations. The demand for high levels of customer satisfaction demand that the call handling process be conducted at best practice standards. Third-party certification of call center quality standards springs from this need.
BenchmarkPortal’s deploys a rigorous certification process that traces all performance goals to its best practices database of thousands of call centers. Certification from BenchmarkPortal insures that all center managers will be held to performance levels that will improve their company’s competitive position, the company said.
Edited by Rich Steeves