EyeMed Vision Care Contact Center Receives BenchmarkPortal Call Center Certification for Excellence
September 28, 2012
By Rajani Baburajan
, TMCnet Contributor
BenchmarkPortal (News - Alert), the custodian of the largest database of contact center metrics in the world, specializes in call center certification, training, consulting and research for the customer contact industry.
Recently, BenchmarkPortal awarded EyeMed Vision Care contact center the Certification as a Center of Excellence.
This is the third year in a row EyeMed Vision Care is receiving Certification as a Center of Excellence award. The call center certification was given to EyeMed Vision Care considering the company’s operational metrics, customer satisfaction and agent satisfaction.
“Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore, in a statement. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”
To achieve the certification as a Center of Excellence, the contact center must undergo a rigorous benchmarking process, which verifies key data from the contact center applying for certification. The process compares the organization’s operational metrics to those of its peers, using the world's largest database of contact center metrics.
The key performance indicators (KPI) for this call center certification include first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are taken into account.
Additionally the call center certification process scientifically gauges how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior. The process also evaluates customer satisfaction and financial metrics.
“Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” said Belfiore. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs.”
According to Belfiore, EyeMed Vision Care has shown its ability to achieve the balance through its objective performance metrics.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Brooke Neuman