Contact Center Solutions Featured Article

BenchmarkPortal Presents 'Center of Excellence' Certification to Alliance Data Systems' Retail Service Business

May 13, 2014

BenchmarkPortal presented the ‘Center of Excellence’ certificate to the retail services business unit of Alliance Data (News - Alert) Systems Corporation, a provider of data driven marketing and loyalty solutions.

Alliance Data Retail Services offers branded credit programs – private label, co-brand, and commercial – that make it easy for customers to engage with their favorite brands. Its programs are driven by research and insights and are based on its vast experience and expertise.

“Time and time again, our customer care associates deliver exceptional one-on-one experiences to help our clients’ businesses grow through building loyal and profitable customer relationships,” said Sallie Komitor, chief customer officer for Alliance Data. “The Center of Excellence recertification is a direct reflection on how quickly and efficiently our customer care associates solve problems, answer questions, and deliver on the promise of our clients’ own brands. We view our industry-leading customer care organization as a competitive differentiator for Alliance Data Retail Services, and as an asset to our client partners.”

Alliance Data Retail Services also received for the second year in a row Top Ten honors in the large centers category on the “Top 100 BenchmarkPortal (News - Alert) Call Centers” list.

BenchmarkPortal operates the largest database in the world for contact center metrics and presents innovation and a best-practices sharing culture to the contact center industry. In order to award the Center of Excellence certificate, BenchmarkPortal rates the performance of a company’s mission-critical call center, and the certification process sets performance standards according to Peer Group Best Practices. The certification program which analyzes the performance indicators like cost incurred per call, first call resolution, call waiting time, agent and customer satisfaction and human resource utilization, is said to be very different from the rest as it sets performance standards according to industry metrics.

By providing the Center of Excellence certificate, BenchmarkPortal recognized Alliance Data’s commitment to service excellence, which positively impacts an organization's customers, employees and shareholders. 


Edited by Rory J. Thompson

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