Top-notch customer service is all too rare these days, particularly among larger, well known enterprises. But Canon U.S.A. has defied the odds by winning a Center of Excellence certification from Benchmark Portal for the sixth year in a row. The company ranks in the top 10 percent of companies for the efficiency and effectiveness of its support, according to the research firm.
BenchmarkPortal bases its rankings on best-practice metrics from a giant database of objective and quantitative data. The firm’s researchers then audit and validate the data to determine the top players for customer support. Only the top 10 percent of call centers receive the Center of Excellence designation, as weighed against a scorecard of metrics for efficiency and effectiveness. Ratings examine key performance indicators, employee satisfaction ratings and cost as well as quality-related evaluations.
"When I visited the Canon center six years ago, I was very impressed with the matching of deep product knowledge with contact center best practices," said Bruce Belfiore, CEO of BenchmarkPortal. "Maintaining high levels of excellence in the center over a period of years is a wonderful testimony to the contact center management team, the frontline agents - as well as senior managers, who support and encourage this excellence."
Other companies receiving Center of Excellence certification for customer support this year include GE Capital Fleet Services, Concordia Publishing House, Lincoln Financial Group Life Insurance and Birch Communications. Canon’s Technical Support Center focuses on offering advanced support services to direct and non-direct sales channels for a variety of hardware and software offerings.
BenchmarkPortal specialize in the contact and call center industry, offering training assessments, peer group and industry reports and whitepapers in addition to certification and benchmarking services. The company also hosts the world’s largest call center metrics database.