BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the Sauder customer support contact center by awarding it certification as a Center of Excellence for the ninth year in a row. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.The Sauder Woodworking Co. customer support contact center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization.
“A contact center that seeks and achieves the Center of Excellence certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence,” 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 call center 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.
Factors (called 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 with other centers in the same industry and if the performance of the contact center is superior. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.
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