September 26, 2013

The Northern Virginia Community College Call Center Achieves Its Third Certification as a BenchmarkPortal Center of Excellence

The Northern Virginia Community College Call 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. Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies.”   

Linda Barthelus, director of the College Call Center, said achieving the designation of Center of Excellence for the third time was both rewarding and a motivator for her staff. “Most gratifying was the acknowledgement that 91 percent of our customers indicated that they were very satisfied or satisfied with the services they had received from the Call Center.”

“The ability to operate effectively is crucial for all businesses, especially in today’s economy and the College Call Center is proud that it continues to achieve that goal,” Barthelus added.

To achieve certification as a Center of Excellence, a company must undergo a 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. During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.

Read the entire press release here:

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