Proctor Financial Achieves BenchmarkPortal's Center of Excellence Call Center Certification
October 19, 2012
By Rajani Baburajan
, TMCnet Contributor
BenchmarkPortal (News - Alert), a call center certification company, has certified The Proctor Financial customer contact center as Center of Excellence, following a rigorous benchmarking process that compares the organization’s operational metrics to those of its peers.
The cell center certification is given after a scrupulous audit and verification of key data from the contact centers applying for certification. BenchmarkPortal boasts the largest database of contact center metrics.
“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.”
BenchmarkPortal used key performance indicators (KPI) including first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources for this call center certification process. It compared the contact center’s performance with others in the industry. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.
“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.”
“Proctor Financial has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Proctor Financial, Inc. is, indeed, among the best in its industry. I congratulate Proctor Financial, Inc. on a job well done,” Belfiore added.
BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value.
Recently, BenchmarkPortal awarded Proctor contact center the Certification as a Center of Excellence.
This is the second year Proctor is receiving Certification as a Center of Excellence award. The call center certification was given to Proctor considering the company’s operational metrics, customer satisfaction and agent satisfaction.
Edited by Stefanie Mosca