East Lansing, M.I.– April 13th 2010 BenchmarkPortal today announced that MESSA has been certified a Center of Excellence by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality at Purdue University. The Center of Excellence recognition is one of the most prestigious awards in the Service and Support industry.
“MESSA is a successful Michigan company that takes pride in providing outstanding customer service and seeking continuous improvement in our business practices,” MESSA Executive Director Cynthia Williams said. “Receiving this national recognition for the fourth consecutive year is proof of our staff’s unrelenting commitment to excellence.”
Call Centers achieve the Center of Excellence distinction based on a best-practice metrics drawn from the world’s largest 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.
Dr. Jon Anton of Purdue’s Center for Customer-Driven Quality™ said “This certification attests to the fact that MESSA has successfully balanced efficiency and effectiveness in its call center operations. Certification is such a distinction because it is based on best-practice metrics drawn from the center’s database of contact center metrics, the largest in the world.”
Since companies spend vast amounts of money implementing and operating call centers to ensure a competitive edge in customer service, it is vital that the call handling process be conducted at best practice standards. This need to function at best practice levels has, in turn, created the need for third-party certification that shows when call centers are operating at this high level of call handling performance. Please follow the link do discover what the 4 steps to certification are and how they will improve your centers performance. www.benchmarkportal.com/certification
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 visit our Web site at: http://www.BenchmarkPortal.com
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About MESSA
MESSA is a not-for-profit membership association and a Michigan business success story. MESSA employs almost staff statewide. MESSA earned a 99% satisfaction score from its members in its 2009 member survey. MESSA is able to provide a great value in the market because of its member focus and efficient business model. In addition to outstanding customer-service and best business practices, MESSA places a strong emphasis on member education, wellness and preventive care. Discover more about MESSA at www.messa.org.
For additional information contact:
Gary Fralick, MESSA Director of Communications and Government Relations 517.336.4077 gfralick@messa.org
