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.
http://www.benchmarkportal.com/call-center-certification/certified-call-centers-excellence/qbe-first
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