BenchmarkPortal, the pioneer behind call center certification and benchmarking, has been providing training, consulting and research for the customer contact center industry and owns the world’s largest database of contact center metrics.
By recognizing call centers for their efficiency, BenchmarkPortal helps improve the performance of contact centers in terms of both cost and quality, encourage customer loyalty and build enterprise value.
In one such recent recognition in the contact center industry, BenchmarkPortal awarded Lincoln Customer Care Center with the Certification as a Center of Excellence. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.
The Center of Excellence certification is given to very few contact centers. To qualify for this call center certification, a company must undergo 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.
“Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore, in a statement. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”
Further BenchmarkPortal experts audit and verify key data from the contact center applying for certification. Some of the key performance indicators (KPI) for call center certification include first call resolution, cost per call, cal waiting time, customer satisfaction, agent satisfaction and utilization of human resources.
“Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” said Belfiore. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs.”
BenchmarkPortal acknowledged that Lincoln has shown its ability to achieve that balance through its objective performance metrics. “We have validated its metrics and have certified that Lincoln is, indeed, among the best in its industry. I congratulate Lincoln on a job well done,” Belfiore said.