Saint Louis, MO– March 2010 BenchmarkPortal today 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. The Center of Excellence recognition is one of the most prestigious awards in the Service and Support industry.
“Certification is such a distinction because it is based on best-practice metrics drawn from the world’s largest database of contact center metrics,” explains Dr. Jon Anton, Director of Benchmark Research at Purdue. “This achievement confirms the call center’s ability to deliver service that is both efficient and effective.”
Participation in the program “demonstrates Concordia’s ongoing commitment to achieving service excellence in the most cost-effective ways possible,” shares Jeffrey Johnson, Customer Service Manager for the company. “Said another way, its good stewardship by this company on behalf of the congregations, schools, and individuals we serve.” Johnson emphasizes, “This award is a testament to the entire Customer Service team; it was a team effort. We are proud of the entire group.” CPH’s Customer Call Center averages more than 98,000 calls per year. Calls are managed by 8 full-time employees. More than 95% of CPH customers give their experience with the CPH Call Center a perfect score for overall satisfaction. “We are serious about building longtime relationships with our customers,” shares Gerry Puglisi, Emeritus Executive Director of Quality Systems “Our customers are loyal, engaged advocates for CPH’s mission and we applaud our Customer Service team for their outstanding contribution at the front-line of our customer-focus efforts.” “We are proud of the CPH team,” says President & Chief Executive Officer, Bruce G. Kintz. “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.”
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.
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: www.BenchmarkPortal.com
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About Concordia Publishing House
Concordia Publishing House is a not-for-profit publishing company and the publisher of The Lutheran Church—Missouri Synod. The company offers more than 8,000 products for use in Christian congregations, schools, and homes.
Tags: Call Center, Call Center Consulting, Call Center Certification, Concordia Publishing House, BenchmarkPortal
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