Contact Center Solutions Featured Article Honored Again with BenchmarkPortal 'Center of Excellence' Certification

May 14, 2014

Atlanta-based recently earned BenchmarkPortal's prestigious "Center of Excellence" certification. The company has been honored with this certification for the second consecutive year, and places's Consumer and Specialty Sales customer service contact center again in the top 10 percent of those surveyed.

BenchmarkPortal is a leading providing of contact center industry services via its benchmarking, certification, training, consulting, research and industry reports. In this capacity the company helps contact center managers with the tools and information for optimizing their efficiency and effectiveness in their customer communications.

Center of Excellence Certification certifies contact centers based on several criteria that are based on best-practice metrics drawn from large database of objective and quantitative data, which is audited and validated by researchers from BenchmarkPortal. The designation is awarded to the top ten percent of the contact centers surveyed, and candidates are judged against a Balanced Scorecard of metrics for efficiency and effectiveness. The contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics are compared with their industry peers and earn the award based on the comparisons.

Pat Dennis, director of customer service, consumer and specialty sales at said, "This award is a significant honor for's customer service team and our organization as a whole."  Dennis added, “"We take great pride in our people and our technology companywide, and to be recognized by BenchmarkPortal for the second consecutive year is proof that we are continually improving our systems to provide the best possible customer experience." is a subsidiary of Cox Enterprises. A popular resource for car shoppers and sellers, the company is home to detailed information on millions of new, used and certified pre-owned cars. Customer interaction has been the key focus for literally driving customer interest.

"We certified' s customer care operations as a Center of Excellence for the second consecutive year after evaluating the company's effectiveness and efficiency in interacting with their customers," Bruce Belfiore, chief executive officer at BenchmarkPortal noted.  He added, "We applaud their commitment to superior customer service."

Edited by Peter Bernstein