Contact Center Solutions Featured Article

BenchmarkPortal Awards Center of Excellence Certification to Brother International

July 23, 2014

The Brother International customer contact center has recently earned Center of Excellence certification from BenchmarkPortal, a contact center research and consulting organization.

Certification from an independent third party organization like BenchmarkPortal helps clients gain an honest view regarding how well a call center is performing in its strategic role of getting, keeping, and growing customers.

BenchmarkPortal's certification process scientifically measures operational metrics, customer satisfaction and agent satisfaction. This certification program is based on the largest call center benchmarking database program in the world.

Experts from BenchmarkPortal audit and verify a contact center's key performance indicators, and compare it with other organizations. Only the top 10 percent of participating contact center teams earn the Center of Excellence, demonstrating their related metrics.

Also, the Center of Excellence winners include call centers that have implemented best practices and attained world-class performance. The call center certification process sets performance standards, according to Peer Group Best Practices.

BenchmarkPortal says the statistics that lead to the Center of Excellence are determined through continuous processing of thousands of performance metrics stored in its data warehouse of thousands of call centers, which is the largest of its kind in the world.

“Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” said Bruce Belfiore, BenchmarkPortal CEO "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs.”

Belfiore said that Brother International has shown its ability to achieve that balance through its objective performance metrics, and have certified that Brother is, indeed, among the best in its industry. “I congratulate Brother on a job well done,” Belfiore added.

Brother International Corporation is one of the premier providers of products for the home and office. The company markets many industrial products, home appliances, and business products manufactured by its parent company, Brother Industries, Ltd., of Nagoya, Japan.

Edited by Adam Brandt