BenchmarkPortal call center certification process assesses the efficiency of a call center based on a number of criteria such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources. One of the latest call centers to achieve the Certification as a Center of Excellence from BenchmarkPortal is the Federal Reserve Bank of St. Louis customer contact center.
As part of the call center certification process, the Federal Reserve Bank of St. Louis customer contact center has undergone a rigorous benchmarking process that compares its operational metrics to those of its peers using BenchmarkPortal’s database, which is considered the largest database of contact center metrics. A group of experts from BenchmarkPortal audited and verified key data from the contact center applying for the certification.
“Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies.”
The goal of contact center evaluation is simply, customer satisfaction, which relates to customer loyalty and business growth, according to BenchmarkPortal. It determines whether the contact center is superior to others. This is balanced by financial metrics, which show that the center is being operated efficiently.
“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. The Federal Reserve Bank of St. Louis has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that they are, indeed, among the best in its industry. I congratulate the Federal Reserve Bank of St. Louis on a job well done.”
Since its inception in 1914, the Federal Reserve Bank of St. Louis, which is responsible for Fed activities in the Eighth Federal Reserve District, contributes to the nation’s monetary policy decisions through the Bank’s president, who represents the District on the Federal Open Market Committee.