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.”
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