BenchmarkPortal's Call Center Certification System Offers Peace Of Mind For Users
June 21, 2012
By Steve Anderson
, Contributing TMCnet Writer
Call centers make or break companies. The front line of communication between the company and large portions of their customer base, ensuring that they're doing their best to provide information for customers, and solve the problems that may emerge as a result, means that the call center needs to be operating at its best at all times. But how does an organization determine if its call center is indeed performing to its utmost? BenchmarkPortal (News - Alert) may have the solution needed with their new certification program.
BenchmarkPortal's certification program serves as an impartial third party, operating according to a set of standard performance metrics gathered from a study of thousands of call centers around the world. Then, organizations can put BenchmarkPortal's service to work immediately, measuring their own call center's performance against the metrics BenchmarkPortal's study yielded, and should a sufficiently satisfactory score be reached against those metrics, BenchmarkPortal can in turn issue a certification as a Certified Center of Excellence.
The BenchmarkPortal process is a four-step process, beginning with what they call an In-Depth Reality Check. This step compares a call center's performance against 22 key performance indicators like average answer speed, average talk time, average calls abandoned, and the ratio of agents to supervisors. Sufficiently satisfactory results in this portion of testing launches the second phase, contact with 500 recent customers of the call center to find out their own level of satisfaction with the call center's performance. Should the call center make it past that phase, the third phase, a survey of agents at the call center itself, goes into effect to provide the final step into certification. The fourth stage is a comprehensive on site visit by one of BenchmarkPortal’s Purdue Certified Auditors and offers the most detailed assessment in the industry. Many of BenchmarkPortal’s clients have seen over a 100% ROI within the first couple of months from the program.
With that certification in hand, the call center environment becomes a powerful tool for the company, not only in terms of excellent performance providing the best chance possible at getting and keeping customers, as well as making sales, but also in terms of working with other companies. The COE seal itself can be used, under certain conditions, as a marketing tool and as an investor relations tool, which can yield important dividends all its own.
Additionally, for those companies whose call centers don't achieve certification, they can make improvements in the vein of getting that certification, which in turn will likely improve the overall call center's performance and yield customers gained and customers kept. BenchmarkPortal has developed the Journey to Certification program, which guides the center through a one-year program to optimize the center for effectiveness and efficiency. Many of the centers that have gone through this program have become Centers of Excellence and increased customer service while at the same time reducing cost.
The call center environment is vital to the health and well-being of the organizations that have them. Ensuring that said call center is performing to its utmost has the potential to pay dividends on a variety of fronts, from the obvious benefits to customer service and the bottom line to improved relations with allied organizations and investors. Having a standardized measure to evaluate the performance of a call center, especially one measured against a study as extensive as the one undertaken by BenchmarkPortal. Using BenchmarkPortal's certification service should yield impressive results in most any organization that takes it on.
Edited by Stefanie Mosca