July 7, 2014
About the Center of Excellence Certification:The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.The certification process is management's best path to a World Class Quality Call Center. Contact Centers achieve the Center of Excellence distinction based on a best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
A contact center that has been certified as a Center of Excellence by BenchmarkPortal has met and/or surpassed rigorous standards of efficiency and effectiveness. This certification is unique in that its achievement is ascertained strictly “by the numbers.” This means that the BenchmarkPortal team audits and verifies the center’s key performance indicators and compare that data to data from other peer organizations. This is different from other types of contact center certifications that typically focus on less results-oriented measures, such as process handling methods and procedures.
BenchmarkPortal awards the "Center of Excellence" designation to customer service call centers that rank in the top ten percent of the call centers surveyed. They are judged against a Balanced Scorecard of metrics for efficiency and effectiveness. Those contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers earn the award.