BenchmarkPortal Certified Center of Excellence - Call Center Certification
The call center certification process is management's best path to a world-class quality call center. Our certification program is unique in the world as it sets performance standards according to industry metrics. The statistics are determined through continuous processing of metrics stored in our data warehouse of thousands of call centers, which is the largest of its kind in the world.
"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."
Call center managers who wish to implement best practices and attain world-class performance in their industry can call upon us to certify their call centers. Our rigorous certification process has the advantage of referencing all performance goals to our best practice database of thousands of call centers.
Call center managers seeking outsource partners to handle their calls want assurances that these calls will be handled efficiently and effectively. BenchmarkPortal can help outsourcers prove that their operations are both efficient and effective according to objective, industry-based standards. With its database of metrics (the largest in the world) and its 17-year experience in benchmarking and certifying hundreds of Global 500 call centers worldwide, BenchmarkPortal offers a certification process that both validates outsourcer services and provides them with recommendations on how to trim costs while improving quality. The certification process can help outsourcers with their marketing efforts, their client satisfaction metrics and their bottom lines.
|Call Center Certification & Assessment||BenchmarkPortal||Other Certification Programs|
|Call Center KPI Benchmarking||Largest Database of Call Center Metrics in the World||Limited or No Database|
|Caller Satisfaction Survey||Yes||Yes|
|Agent Satisfaction Survey||Yes||No|
|Post-Certification Support||Yes - Personally assigned expert for monthly follow ups||Limited or None|
|Post-Certification Benchmarking||Yes- 1x per quarter to measure cost savings and show improvements||No|