Call Center Certification Awarded to Sauder Woodworking
December 05, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
Every successful company seeks to deliver excellence when interacting with customers, hoping to achieve a specific level of satisfaction. Internal performance metrics are likely put in place and success is measured according to perceptions of those on the inside. This method can work on a regular basis, but third party recognition of call center certification is the ultimate goal.
Sauder Woodworking Co. recently received such recognition. The company announced that its customer support center is now certified as a Center of Excellence by call center certification provider, BenchmarkPortal (News - Alert). This certification demonstrates that Sauder Woodworking has undergone a rigorous benchmarking procedure, comparing the company’s operational metrics to other providers in the market.
“Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore, in a press release. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”
The benchmarking process used by the call center certification company relied on data from the largest database of call center metrics in the world. BenchmarkPortal experts use the benchmarking time to audit and verify specific data from the call center applying to receive certification.
The factors taken into account in the benchmarking process include cost per call, first call resolution, customer satisfaction, wait time, utilization of human resources and agent satisfaction. The call center certification provider is then able to gauge how the analyzed call center compares with others in the same industry, seeking to identify if the evaluated center demonstrates superior performance.
“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. Sauder Woodworking Co. has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Sauder is, indeed, among the best in its industry. I congratulate Sauder on a job well done.”
The ultimate goal in the call center certification process is to achieve complete customer satisfaction, which closely ties with business growth and customer loyalty. These elements are balanced with financial metrics that prove the efficient operation of the organization and the call center as a whole.
Said Belfiore, a crackerjack profile is delivered with benchmarking in the call center certification process as it captures the true operations of the call center and inspire management to aggressively move forward, even when the economy suggests a different approach.
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Edited by Stefanie Mosca