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Merrill Lynch Call Centers Earn Certification from BenchmarkPortal

Merrill Lynch Call Centers in Hopewell, NJ and Jacksonville, FL have been re-certified by BenchmarkPortal, in conjunction with the Center for Customer-Driven Quality at Purdue University. 

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Merrill Lynch Call Centers in Hopewell , NJ and Jacksonville , FL have been re-certified by BenchmarkPortal, in conjunction with the Center for Customer-Driven Quality at Purdue University . This certification is presented to an elite group of call centers that have clearly demonstrated key performance indicators that surpass rigorous standards of efficiency and operational effectiveness. Dr. Jon Anton , Adjunct Professor at Purdue University and founder of the Center for Customer-Driven Quality will award the centers with certification plaques that recognize their World Class Service achievement. “This certification attests to the fact that these call centers have successfully balanced efficiency and effectiveness in their operations', said Dr. Anton. “By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important and competitive sector.” Marc Scher, First Vice President of Merrill Lynch Financial Relationship Services added: “This process and certification validates our belief in providing the highest level of customer service to our clients across a broad spectrum of products which include brokerage and financial service products. As a group we strive to not meet our clients' expectation but exceed them and this certification confirms that we are on the right path.” This certification distinguishes itself by being based on best-practice metrics drawn from the world's largest database of call center performance information. Centers who attain certification do so on the basis of objective, quantitative data, which is audited and validated by researchers from BenchmarkPortal and Purdue. Merrill Lynch has 175 agents in these two facilities, with over 8.6 million calls offered annually. The management team in partnership with the team members and business partners has aimed at employing best practices and has found validation in the benchmarking and certification process. The ultimate goal is to make the enterprise more competitive and customer-centric, which also leads to measurable improvements in operations and profitability. About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue Research Foundation database of contact center performance metrics, the largest such database in the world.  The data is collected in conjunction with the Center for Customer-Driven Quality at Purdue University . In 2005, BenchmarkPortal received U.S. Patent #6,877,034 for its unique methodology of call center performance evaluation through 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. For more information about BenchmarkPortal, call 805.614.0123, extension 50, or visit our Web site at: . For more information contact: Susan Hampton (805) 614-0123 ext. 36

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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."


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