PLATO Learning, a provider of education technology solutions with a focus on learning achievement, has recently announced that the company has been certified as a Center of Excellence by BenchmarkPortal (News - Alert).
PLATO has also been recognized by the Center for Customer-Driven Quality, founded by Purdue University. The BenchmarkPortal’s Center of Excellence recognition is one of the most prestigious awards in the service and support industry.
In a release, chief executive officer for PLATO Learning, Vin Riera, said, “PLATO Learning’s call center is proud to be recognized by BenchmarkPortal as a Center of Excellence. Outstanding customer service is vital to any company’s success, and PLATO strives to provide the highest level of customer support in our industry. Receiving the Center of Excellence award is an honour for all of us, and we’re thankful to have such a dedicated call center team.”
BenchmarkPortal is an industry leader in call center benchmarking, call center training and call center certification worldwide. BenchmarkPortal has been recognized as the leading authority for providing Contact Center best practices with its benchmarking, education and consulting services.
The call center certification is basically an on-going process. Phase one of the certification includes an In-Depth RealityCheck survey which is filled out by the call center and the performance of the call center is compared statistically with a valid sample of other call centers in same industry segment.
Phase Two is comprised of an independent caller satisfaction survey to ensure that the client has reached the desired service levels. Call centers seeking the certification must supply 500 names and numbers of recent customers. Carolyn John is a Contributor to TMCnet. To read more of her articles, please columnist page.
Finally, Phase Three consists of an independent agent satisfaction survey where the survey is sent to the agents on the Web. The call center which achieves the Center of Excellence distinction does so based on 22 best-practice metrics drawn from the world’s largest database of objective, quantitative, audited and validated data obtained by researchers from BenchmarkPortal in collaboration with the Center for Customer-Driven Quality.
Edited by Stefanie Mosca