As the customer service call center has become the most vital interface between a company and its customers, it has become critical that the call handling process be conducted both effectively and efficiently. Many companies now want a "third party" opinion regarding how well their call center is functioning in its strategic role of getting, keeping, and growing customers. This business need to rate the performance of a company's mission critical call center has lead to BenchmarkPortal's Certified Center of Excellence.
Call center managers who wish to implement best practices and attain world-class performance in their industry can call upon us to assess and 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. Thus, you will be compared against performance levels that will show your competitive position, not just force you to adhere to an arbitrary standard.
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.
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.
View a sample of some of the certified call centers of excellence.
View some of our call center certification case studies.
|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|
The Need for Call Center Certification
Since companies spend vast amounts of money implementing and operating call centers to ensure a competitive edge in customer service, it has become mandatory that the call handling process be conducted at best practice standards. This need to function at best practice levels has created the need for third-party certification that call centers are operating at this high level of call handling performance
"The Center of Excellence Program is more than just winning an award. It is a program designed to highlight gaps and opportunities within the Service and Support area of the company, much like a blueprint for success. Adding value to our support partnerships and raising the level of customer satisfaction, that is ultimately what the program is about."
Director, Technical Support & Technology Systems,
Canon USA, Inc.
BenchmarkPortal's Call Center Certification Database
BenchmarkPortal maintains the call center database, which is a warehouse of call center best practice statistics on thousands of call centers in 42 industry segments. This performance data is kept current and accurate, and is used by call center professionals worldwide to establish goals for best practice call center performance.
Our Call Center Certification Process is Unique in the Following Ways:
- The process is based strictly on a quantitative approach, as compared to a qualitative approach where most performance issues depend upon the judgment of an auditor.
- It begins with a thorough statistical comparison between the call center striving to be certified and a group of similar call centers in the same industry sector.
- We use a "balanced score-card" approach that balances cost-related metrics against metrics which correlate with quality.
- Our analysis relies completely on statistical methods of performance benchmarking that pinpoint areas of high performance, and quantify gaps in areas of low performance.
- Ours is the only certification, which is academically based, and which uses established scientific methods to measure the attainment of certifiable best practices standards.