With more than 8,000 products published out of The Lutheran Church, Concordia Publishing House (CPH) handles a lot of transactions and calls from families, churches, Christian schools, and individuals.
For over 142 years, CPH has provided bibles and books, as well as a long list of church supplies for worship. CPH takes their customer care very seriously, and not just because of the nature of their offerings, it’s just what they’re about.
CPH was recently recognized as a Malcolm Baldrige National Quality Award winner, an award that is given based on excellence in leadership, strategic planning, measurement, analysis, and customer care, to name a few. The Baldrige program aims to improve the performance of US organizations, and, according to the organization, Baldrige manufacturers' revenues improved 48 percent annually, on average.
Benchmark Portal has studied CPH’s Customer Call Center and attests to the fact that CPH ranks within the top 10 percent of call centers on the global level.
“BenchmarkPortal's (News - Alert) Call Center Certification truly recognizes our commitment to customer service and our ability to serve them with a high level of excellence,” said Customer Service Manager, Jeff Johnson. “Their exceptional procedures help us to run a better call center and, in turn, helped us to receive the Baldrige award.”
Calls at CPH are managed by 7 full-time employee and overall customer satisfaction scores are at 98 percent plus.
“As a Christian organization we are humbled by our achievements; but, as a thriving publishing house we are proud to represent both innovation and sustainability in this ever changing marketplace,” said Dr. Bruce G. Kintz, President and CEO of CPH.
BenchmarkPortal hosts the world's largest call center metrics database. Led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and approaches to Best Practices for the call center industry.
"We applaud CPH's commitment to superior customer service, which is validated through the performance metrics we have reviewed and certified," said Belfiore. "We are very pleased that our certification process has contributed to their achievement of this high goal."Michelle Amodio is a TMCnet contributor. She has helped promote companies and groups in all industries, from technology to banking to professional roller derby. She holds a bachelor's degree in Writing from Endicott College and currently works in marketing, journalism, and public relations as a freelancer.
Edited by Chris DiMarco