BenchmarkPortal Certifies Canon U.S.A's Contact Center as Center of Excellence
December 12, 2012
By Jyothi Shanbhag
, TMCnet Contributor
The Canon (News - Alert) U.S.A contact center recently won the Center of Excellence certificate for its efficiency and effectiveness from BenchmarkPortal (News - Alert), a specialist in certification, training, consulting and research for the customer contact industry.
Canon won this certification for the fourth time after it went through rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world's largest database of contact center metrics. BenchmarkPortal also conducted an audit to verify the data from the contact center and even considered key factors such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources to grant the certification.
“Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.” Officials at Canon say that they are committed to the highest level of customer satisfaction and loyalty, providing 100 percent U.S.-based consumer service and support for all of the products it distributes.
“Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” added Belfiore.
Belfiore further said that this certification attests to the fact that call center leaders have successfully balanced efficiency and effectiveness in their operations, and by optimizing their cost components and their ability to satisfy customers they exemplify best practices in a very important consumer products sector.
“Canon has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Canon is, indeed, among the best in its industry. I congratulate Canon on a job well done,” Belfiore concluded.
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Edited by Brooke Neuman