CARMEL, Ind., Nov 29, 2011 (BUSINESS WIRE) -- The Allied Solutions, LLC call centers, located in Carmel, IN and Sioux City, IA were certified as Centers of Excellence for 2011. Allied Solutions also received call center certifications in 2006 and 2009.
"This kind of achievement is the product of a corporate culture that always puts the customer first," said Peg Reinking, senior vice president of the Loan Servicing Products division at Allied Solutions. "We are proud of our call center staff and management for making caller satisfaction the focus of their efforts, day in and day out."
The certification requires rigorous evaluation based on criteria developed by the Center for Customer-Driven Quality (CCDQ) at Purdue University (News - Alert), West Lafayette, IN. The CCDQ is the only academic research and education organization for customer access and access channel management issues. The evaluation was conducted by BenchmarkPortal (News - Alert), a private sector research firm, also located in West Lafayette.
The certification is based on benchmarking against 22 aspects of call center performance within an industry, including caller satisfaction. It also includes a survey of call center employee attitudes, which studies show have a high correlation with customer satisfaction.
Allied Solutions is a leading insurance and financial services organization that has been working with financial institutions for more than 30 years. Allied Solutions has business with more than 5,000 financial institutions across the country. Allied provides innovative, value-added products and services that give clients a competitive advantage and supports them with a level of customer service.
BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement.
Edited by Rich Steeves