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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!