April 23, 2014

MetLife’s U.S. Service Delivery Center Achieves Its Third Certification as a BenchmarkPortal Center of Excellence

MetLife Center of Excellence by BenchmarkPortalBenchmarkPortal recognizes the exceptional efficiency and effectiveness of the MetLife U.S. Service Delivery Center by awarding it Certification as a Center of Excellence for the third year. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

April 23, 2014 - The MetLife U.S. Service Delivery Center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “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.”  
The Center, based in Johnstown, PA, employs approximately 120 people and fields calls from MetLife employees across the U.S. who need assistance with HR-related transactions involving benefits, payroll, onboarding, and corporate licensing and registration.
“The certification reflects our commitment to excellence and validates our standing as a leading example of an organization that delivers a world-class customer service experience,” said Tina Honkus, Vice President of MetLife’s Service Delivery Center.


To Continue Reading This News Article Click the Link Below:
http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/metlife-us-service-delivery-center-achieves-center-of-excellence

April 18, 2014

Is The Net Promoter Score The One Number You Need to Know?

Join host BenchmarkPortal CEO Bruce Belfiore and guest host Dr. Frederick Van Bennekom, Principal at Great Brook Consulting, as they discuss Net Promoter Score, or NPS. A lot has been written about NPS, and some companies have embraced it as the holy grail of quality measurement. But what is the research relationship between NPS and customer loyalty? Can we scientifically identify those customers who are very likely to return and that are likely to provide positive "word of mouth?"

Click here to continue reading and to listen to this show: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/5/4/net-promoter-score-one-number-you-need-know

April 16, 2014

Compensation Strategies For Agents and Supervisors

CallTalk CaramelsTypically, 60-70% of a contact center’s budget is focused on labor costs. Thus, many organizations seek to offer the lowest compensation packages possible when hiring agents. However, understanding compensation is important because it’s one of the glues that hold people to the center and, when properly calibrated, allows managers to build stable, effective teams of people. Research by BenchmarkPortal revealed the following insights to this important area of discussion:

To continue reading this article please click here: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/compensation-strategies-agents-and-supervisors

April 14, 2014

BenchmarkPortal Announces The 2014 Top 100 Call Centers Contest Winners

BenchmarkPortal ranks the top call center operations in North America based on operational metrics.
BenchmarkPortal, a leading call center consulting services group, recently announced the winners of its 2014 Top 100 Call Center Contest.  Participants submitted performance data on key operating metrics. The three winners in each of three categories had the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal's expert formula, using the world’s largest database of call center metrics.
 
The highest ranking centers in the large center (250+ agents) category are:  
  1. GE Capital Retail Bank (first place)
  2. Florida Power and Light Company (second place)
  3. Affinion Group (third place)
The highest ranking centers in the Medium-size center (100 to 249 agents) category are:
  1. EyeMed - Convergys KY (first place)
  2. Ria Financial Service (second place)
  3. Xerox E-ZPass NY Service Center (third place)
The highest ranking centers in the Small-size center winners (5 to 99 agents) category are:
  1. Maximus New York Physician Profile (first place)
  2. Mayo Medical Laboratories (second place)
  3. NOVA Community College (third place)
Click here to read more about the results...

April 11, 2014

FARO Customer Service Team Earns Recognition from BenchmarkPortal

BenchmarkPortal Certified Call Center of Excellence, FARO
"This certification attests to the fact that call center leaders have successfully balanced efficiency and effectiveness in their operations," said Bruce Belfiore, CEO of Benchmark Portal. "By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important consumer products sector."
To achieve certification as a Center of Excellence, a company must undergo a rigorous bench marking process. The process compares the organization's operational metrics to those of its peers. Using the world's largest database of contact center metrics, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.
"We are proud of our customer service team's diligence and their dedication to excellence," said Kathleen J. Hall, FARO Technologies Senior Vice President and Managing Director Americas. "The Center of Excellence certification award serves as confirmation that our employees continue to provide outstanding service and support to our customers across the Americas. Customer satisfaction, which relates to customer loyalty and business growth, is the goal," Hall adds.
Key performance indicators such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction, and utilization of human resources are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior.
http://www.benchmarkportal.com/call-center-certification/certified-call-centers-excellence/faro

April 9, 2014

How to Minimize After Call Work Time

CallTalk CaramelsAfter call work time (ACWT) is a component of call handle time that deserves managerial attention. It usually involves completing the customer record before taking the next call. This is normally done via electronic systems, but may, in some centers, include paper-based documentation and fax transactions.  BenchmarkPortal research shows that the majority of centers use customer relation management systems (CRMS) for call documentation during and after the call. These systems often include automated call record keeping and pre-formatted text – allowing agents to copy and paste call records, or use hot-keys and codes to assist in the documentation of caller interactions. CRMS offer one of the highest ROIs for contact center investments. Regardless of approach used, controlling ACWT remains a vexing issue for many call center managers.

Click here to continue reading this article: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/how-minimize-after-call-work-time

April 8, 2014

Check out this video interview that took place at 5th Global Contact Forum


"If your agents are feeling connected on a call by call basis with the people they are talking to because they have been properly selected, trained and motivated they will enjoy their jobs more and be more productive." - Bruce Belfiore.

April 1, 2014

Cars.com Customer Care Team Achieves Certification as a Center of Excellence

Cars.com Center of Excellence by BenchmarkPortal

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the Cars.com Customer Care Team by awarding it Certification as a Center of Excellence. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

April 01, 2014 - The Cars.com Customer Care Team has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization.
“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.”  

To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process that compares the organization’s operational metrics to those of its peers using the world's largest database of contact center data. During this process, BenchmarkPortal experts audit and verify key performance metrics from the contact center applying for certification.

“We continually seek out opportunities to improve our performance and better serve our customers, and we’re honored to achieve this certification,” said Bob Gallagher, Cars.com Chief Financial Officer. “This recognition is not only the result of strategic planning on the part of our operations leadership team, but also a testament to the amazing work of our frontline representatives.”

Click Here To Continue Reading This Article...

March 31, 2014

CallTalk - Listen Now - Virtual Agents – Implement a Home Based Support Center

CallTalk Online Radio Show For The Contact Center IndustryVirtual Agents – Ideas for Implementing a Home Based Support Center

Join host BenchmarkPortal CEO Bruce Belfiore and guest host Jesse Hoobler, as they discuss virtual agents. We will be discussing the reasons why support organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field.

Listen Now On DemandListen Now On Demand
 

Guest Host: Jesse Hoobler, Director, Worldwide Software Support

Jesse Hoobler is the Director of Worldwide Software Support at Pitney Bowes Inc., a $4.9-billion company that provides technology solutions for small, mid-size and large firms that help them connect with customers to build loyalty and grow revenue.While at Pitney Bowes, Jesse has been on a five year journey to transform the support organization into an award-winning business service, driving excellence through customer experience. By focusing on customer adoption and realized value, his support organization has seen dramatic improvement in customer satisfaction and loyalty. Prior to joining Pitney Bowes, Jesse led the support organization at Chronicle Technologies, an industry leader in management software for the restoration and construction industry. During his tenure, Jesse virtualized Chronicle’s support center, cutting costs and driving efficiency gains through a 100% work-from-home agent model. Jesse holds a Masters in Computer Science from The College of Saint Rose.
About CallTalk™ 
Broadcast monthly, directly over the Internet to your desktop, CallTalk™ covers informative and educational topics that impact today's call center. This show is hosted by Bruce Belfiore, CEO of BenchmarkPortal. It is aired without the participation of vendor sponsorship, so that topics are free from their influence and guided solely by the needs of our listeners.

March 25, 2014

Management Certification in Newark, NJ at XEROX, E-ZPass Customer Service Center, May 13-15, 2014. Site Tour Included!

BenchmarkPortal's World Class Professional Certification courses are among the industry's highest rated programs for call center management and employees. Our courses have increased effectiveness and efficiency while at the same time reducing cost at organizations such as Verizon, Mercedes-Benz, Motorola, Hewlett Packard and GE. Attendees will also receive an exclusive tour of the XEROX, E-ZPass call center. This is a unique occasion to see and share ideas with the E-ZPass call center management.

The Management Certification workshop is composed of ten information-rich modules that include lecture, discussion and learning activity case studies that focus on practical problem solving and current best practices.

Our program is led by the industry's top-rated instructors, with over 150 years' combined experience. Be part of a true high-intensity learning experience which will bring out the best in you and your fellow attendees. You will return to your center with new best practice ideas...and the skills to turn them into reality!