Contact Center Solutions Featured Article

Concordia Publishing House Wins BenchMark Portal's Center of Excellence Certification for the Second Time

June 18, 2010

Excellent customer care is what can easily distinguish an enterprise from its competitors. Today's businesses are ready to go any length to implement the right customer service and support and as a result companies end up spending vast amounts of money in implementing and operating call centers. The call center efficiency can be a deciding factor in a businesses' success. In order to ensure a competitive edge in customer service, the businesses have to first ensure that the call handling process be conducted at best practice standards. This is where the need for third party certification creeps in. The call centers that have attained third-party certification can be trusted for delivering the high standard of call handling performance.

BenchmarkPortal is the custodian of the Purdue Research Foundation database of contact center performance metrics, which is considered the largest such database in the world. The database is created in collaboration with the Center for Customer-Driven Qualit at Purdue University. BenchmarkPortal follows its unique and US patented methodology of call center performance evaluation to create and expand this huge database. The methodology is largely based on metric gap analysis. BenchmarkPortal provides industry reports, and professional services for contact centers in the areas of operational metrics, customer satisfaction measurement, and agent satisfaction measurement. No wonder, the BenchmarkPortal's Center of Excellence certification is greatly valued by the industry-players and recognized as one of the most prestigious awards in the Service and Support industry.
BenchmarkPortal has recently announced that Concordia Publishing House has been certified a Center of Excellence by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality at Purdue University. Call Centers achieve the Center of Excellence distinction based on a best-practice metrics drawn from the BenchmarkPortal's database of objective and quantitative data that is audited and validated by researchers from the BenchmarkPortal in conjunction with the Center for Customer-Driven Quality at Purdue University. A few days ago, BenchMark has awarded this prestigious recognition to another call center, Herbalife.
The certification is well deserved by a call center, whose customers give their experience with CPH a perfect score for overall satisfaction. It is noteworthy that CPH's Customer Call Center averages more than 98,000 calls per year. Calls are managed by 8 full-time employees.
The CPH management attributes this achievement to an excellent team work and the company's commitment to achieving service excellence in the most cost-effective ways possible
"Certification is such a distinction because it is based on best-practice metrics drawn from the world's largest database of contact center metrics. This achievement confirms the call center's ability to deliver service that is both efficient and effective," Dr. Jon Anton, Director of Benchmark Research at Purdue, noted.
"We are proud of the CPH team. This recognition is a clear affirmation of their dedication to our mission and vision. We exist to strengthen and support the ministry of congregations; excellence in service at all levels is essential in pursuing that mission," CPH's President & Chief Executive Officer, Bruce G. Kintz said.

Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny