The Alliance Data Retail Services Customer Care Centers has recently earned its ninth consecutive Center of Excellence certification from contact center research and consulting organization BenchmarkPortal. Alliance Data and its combined businesses provide data-driven marketing and loyalty solutions to large, consumer-based industries.
Members of the contact center solutions community recognize that certification from an independent third party organization like BenchmarkPortal is important since it is an honest view regarding how well a call center is performing in its strategic role of getting, keeping, and growing customers.
For those not familiar with BenchmarkPortal's certification process it is internationally recognized for its thoroughness and ability to provide a valuable means for measuring contact center performance. The process scientifically measures operational metrics, customer satisfaction and agent satisfaction based on the largest contact center benchmarking database program in the world.
The way in which this works is as follows. BenchmarkPortal experts audit and verify a contact center's key performance indicators and compare them with other organizations. Only the top 10 percent of participating contact center teams earn the “Center of Excellence,” demonstrating their superior performance in cost and quality-related metrics.
BenchmarkPortal CEO Bruce Belfiore said, “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.” The Center of Excellence winners include contact centers that have implemented best practices and attained world-class performance. The contact center certification process sets performance standards, according to Peer Group Best Practices.
BenchmarkPortal says the statistics that lead to the Center of Excellence are determined through continuous processing of thousands of performance metrics stored in its data warehouse of thousands of call centers, which is the largest of its kind in the world.
"A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. Alliance Data has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Alliance Data is, indeed, among the best in its industry. I congratulate Alliance Data on a job well done.”