BenchmarkPortal announced that Citizens Energy Group, a public charitable trust providing safe and reliable utility services to more than 266,000 customers in and around Marion County, has been officially certified a Center of Excellence by BenchmarkPortal and Center for Customer-Driven Quality founded at Purdue University (News - Alert).
“The recognition of our Call Center as a Certified Center of Excellence is a great achievement and further reinforces our associates’ commitment to serve our customers with unparalleled excellence and integrity,” said Carey Lykins, president and CEO of Citizens Energy Group, in a statement. “I commend our Customer Services Department for moving proactively to ensure the customer service experience for each of our customers is taken to a new level of excellence.”
The Center of Excellence award, according to BenchmarkPortal (News - Alert) officials, is one of the most prestigious awards in the Service and Support industry.
BenchmarkPortal is the custodian of the Center for Customer-Driven Quality’s database of contact center metrics. It is the source for Contact Center best practices, contact center certification, education and consulting services.
Founded in1995 by Dr. Jon Anton at Purdue University, Center for Customer-Driven Quality is the only academic research and education organization for customer access and access channel management.
Center of Excellence distinction is awarded to call centers that meet criteria based on a best-practice metrics drawn from the world’s largest database of objective and quantitative data. Researchers at BenchmarkPortal, in association with Center for Customer-Driven Quality, audit and validate the database.
“We certified Citizens Energy Group’s customer care center operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers,” said Bruce Belfiore, chairman and CEO of BenchmarkPortal, in a statement. “We applaud their commitment to superior customer service.”
BenchmarkPortal, along with The Center for Customer-Driven Quality, recently announced a contest, “15th Annual Call Center Benchmarking Study,” which will feature a new 'Top 100 Call Centers' Contest for centers located in North America. Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Juliana Kenny