For the second consecutive year, TrialCard's Customer Experience Center (CxC) has earned the Center of Excellence recognition from BenchmarkPortal , a global player in the contact center industry, providing benchmarking, certification, training, consulting and industry reports.
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.
As part of the call center certification, TrialCard's Customer Experience 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 verified key data from the contact center applying for the certification.
Ed Jordan, Director of the Customer Experience Center, said, “Contact centers and their managers who wish to implement best practices and attain world-class performance in their industry have a unique opportunity to certify their call centers with BenchmarkPortal. We are excited and honored to receive this distinction in back-to-back years.”
The goal of contact center evaluation is 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.
Bruce Belfiore, CEO of BenchmarkPortals said, “We certified the Customer Experience Center’s customer care operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service.”
Located in Cary, NC, Google’s “Digital Capital of North Carolina”, the TrialCard Customer Experience Center conducts over 3,000 healthcare-focused customer contacts each day. Over the past 10 years, TrialCard has managed the customer experience of 3,200 programs.