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Alliance Contact Services Awarded Certified Center of Excellence

BenchmarkPortal and the Center for Customer-driven Quality at Purdue University have awarded Alliance Contact Services the "Certified Center of Excellence" designation.[caption id="" align="aligncenter" width="271" caption="Alliance Contact Services Awarded"]Alliance Contact Services Awarded[/caption] BenchmarkPortal and the Center for Customer-driven Quality at Purdue University have awarded Alliance Contact Services the "Certified Center of Excellence" designation.This award is determined by a rigorous on-site certification process that benchmarks a call center against thousands of other call centers to measure best practices. To receive the award a call center must place in the top 10% of all call centers included in the Purdue study (currently over 20,000 call centers). Certification means that efficiency and effectiveness metrics are fully optimized. Essential success criteria include operational efficiency, service level standards, process management, customer satisfaction, leadership, resources, and employee training. Dr. Jon Anton, Director of Research for BenchmarkPortal and the Center for Customer-Driven Quality, states that contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost-effective service strategies. When asked about the achievement, Don Williams, President of Alliance Contact Services replied "We strive to provide the best possible service to our clients and in turn to their clients - to be recognized as a Certified Center of Excellence is an honor of which we are extremely proud". About Alliance Contact Services Founded in 1986; Alliance Contact Services, Inc. specializes in marketing, CRM, and call center solutions for the business to business and business to consumer markets. In 1999 Alliance added consulting and in sourced management services. For additional information visit www.alliancecontactservices.com For additional information contact: Don Williams 1050 W. Pipeline Road, Suite 103 Hurst, TX 76053-4730 (800) 706-0608 ext. 103 don@alliancecontactservices.com About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com For additional information contact: Susan Hampton BenchmarkPortal, Inc. (805) 614-0123 ext. 36 SusanHampton@BenchmarkPortal.com

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP

 

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