BenchmarkPortal, which provides call center certification and benchmarking, offers training, consulting and research for the customer contact center industry and owns one of the world’s largest databases of contact center metrics.
The Certification as a Center of Excellence award from BenchmarkPortal recognizes call centers based on their operational metrics, customer satisfaction and agent satisfaction.
EyeMed Vision Care Contact Center is one of the latest call centers to receive this certification. EdMed has now received this certification for the third year in a row.
To achieve this certification as a Center of Excellence, a company must undergo a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using BenchmarkPortal’s database of contact center metrics.
Key performance indicators evaluated during the process include first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources. The agency also scientifically gauges how the contact center is being studied compared to other centers in the same industry and if the performance of the contact center is superior.
The certification is significant because it is given to only the top 10 percent of those benchmarked by BenchmarkPortal. The achievement is an acknowledgement of strong management and leadership in the call center industry.
Customer satisfaction relates to customer loyalty and business growth, balanced by financial metrics, which show that a center is being operated efficiently. The Center of Excellence certification indicates that a contact center delivers superior customer service within a responsible cost structure.
“A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs,” said BenchmarkPortal CEO Bruce Belfiore, in a statement. “EyeMed Vision Care has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that EyeMed is, indeed, among the best in its industry.”