How do you prove you’re a top call center? You become one of BenchmarkPortal’s (News - Alert) Center of Excellence call centers. Do to so, a company must undergo a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world’s largest database of contact center metrics. During this process, experts from BenchmarkPortal, a contact center research and consulting organization, audit and verify key data from the contact center applying for certification.
Ameritas Group, a division of Ameritas Life Insurance Corp., has reason to celebrate today. The company’s contact center has just been certified as a Center of Excellence by BenchmarkPortal, not something many companies achieve.
“Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore in a press release. “Achieving Center of Excellence certification is an acknowledgment of strong management and leadership in the call center industry.”
Companies are chosen when they are able to demonstrate excellence in a number of key metrics. These include first call resolution (FCR), cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources. Belfiore notes that Center of Excellence certification means an organization’s contact center delivers superior customer service within a responsible cost structure.
“A great contact center operation reflects its management’s passion for balancing the demands of high quality and low costs,” he said. “Ameritas has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Ameritas is, indeed, among the best in its industry. I congratulate Ameritas on a job well done.”
Edited by Jennifer Russell