Panasonic's Call Center Certified As Center of Excellence Fourth Year In A Row
February 08, 2013
By Monica Gleberman
, Contributing Writer
Panasonic’s (News - Alert) Customer Call Center has achieved a tough feat, as it has been certified as a Center of Excellence by BenchmarkPortal (News - Alert) for the fourth year in a row. This certification is one of the highest honors a business can achieve, as it shows that the company is invested in its customers.
Panasonic, founded in 1918, has grown to be one of the largest Japanese electronic producers in the world. In addition to electronics, the company has begun offering non-electronic products such as home renovation services, and currently holds the title as the world’s fifth-largest television manufacturer. With a company servicing so many people, it’s hard to imagine they are invested in their customers. However, Don Szczepaniak, vice president, Panasonic Customer Experience Group, said it’s a main concern.
“The quality of Panasonic products is a top priority for us as a company, but an equally important priority is the manner in which we engage with customers and solve their problems,” said Szczepaniak.
BenchmarkPortal said very few companies are able to maintain the success Panasonic has showed these past few years. According to Benchmark’s CEO Bruce Belfiore, only 10 percent of those benchmarked receive an award on an annual basis due to its rigorous standards. “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. Panasonic has showed its ability to achieve that balance through its objective performance metrics.”
Szczepaniak said this certification, proves Panasonic is meeting its high performance standards. “The Center of Excellence Certification is validation for us that Panasonic is doing its job to reduce customer effort, and further enhance peace of mind with the purchase of Panasonic products.”
Even Benchmark’s CEO was impressed. “We have validated its metrics and have certified that Panasonic is indeed, among the very best in its industry,” said Belfiore. “I congratulate Panasonic on a job well done.”
Edited by Ashley Caputo