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Call Center Outsourcer Certification

Become Certified as an Outsourced Call Center of Excellence Today! BenchmarkPortal launches its Outsourcer Certification Program

Certified Outsourcer Call Center

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 15-year experience in benchmarking and certifying hundreds of Global 500 call centers worldwide, BenchmarkPortal offers a certification process that both validates Get Started Today 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. 

Third-party Validation

In today’s economic environment, being able to show potential clients the stamp of approval of a respected third party like BenchmarkPortal can confer a major competitive advantage in the minds of decision makers, who cannot afford to make a mistake on their outsourcing decision.

Objective, Balanced Methodology

Having your operations certified as a Center of Excellence (COE) shows your commitment to high standards and your interest in leading-edge best practices. BenchmarkPortal’s proprietary “balanced scorecard” methodology focuses on metrics relating to quality, on one side, and to cost, on the other. Those centers with superior performance on both sides of the equation become certified.

Marketing Advantage

Displaying the COE logo on your marketing materials and explaining to prospects the process by which you obtained COE certification will differentiate you in the market.

Useful Managerial Information

COE process goes beyond validation and actually provides managers with business intelligence they can use internally to improve their operations and reduce costs. Our process points out areas in which your operations can improve on quality, but also areas where you can reduce costs. This latter component is sure to make the COE experience one which makes your business more profitable, even as it is helping to generate more outsourcing clients.

Leadership Position

Our program puts you ahead of the game with clients who, increasingly, may be requiring COE certification as a condition of awarding mandates.

BenchmarkPortal, with the world's largest database of call center metrics, is very familiar with the world of outsourcing. BenchmarkPortal’s CEO, Bruce Belfiore, along with the rest of the BMP team, have witnessed, analyzed and improved outsourcing operations both in North America and abroad.

Recognizing the vital role that outsourcing has in the call center industry, BenchmarkPortal has developed its Certified Outsourcer Certification program with best practices in mind.


“Call center outsourcing is a strategic business move that needs to be entered into with eyes open and with profound respect and understanding for the many “moving parts” that these relationships have. Third-party validation, properly implemented, is a healthy addition to outsourcing relationships and one that clients will be seeking increasingly in the coming years. Center of Excellence certification of outsourced operations is an objective that both client and provider should consider.”
Bruce Belfiore, CEO BenchmarkPortal


Steps In The Certification Process

Benchmarking Survey

A 40-KPI Benchmarking Survey - In-Depth RealityCheck™ is filled out for each queue (or customer). In this process, we compare the queue’s performance with a statistically valid sample of call centers in the same industry segment. We conduct a "deep dive" into the major gaps that were highlighted in this report. This process is repeated for every queue in the Outsourcer’s operation. The call center's ACD report is mailed to BenchmarkPortal so that an independent auditor can confirm that the submitted data is accurate. This discovery process focuses on 40-key performance indicators.

Effectiveness Metrics:

  • First Call Resolution
  • Agent Satisfaction
  • Top Box Caller Satisfaction in Percent
  • Bottom Box Caller Satisfaction
  • Top Box Agent Satisfaction in Percent
  • Bottom Box Agent Satisfaction in Percent
  • Calls Closed on First Call in Percent
  • Average Speed of Answer in Seconds
  • Calls Transferred in Percent
  • Average Hold Time in Seconds
  • 80% of Calls Handled in xx Seconds
  • Average Time in Queue in Seconds
  • Average Calls Abandoned in Percent

Efficiency Metrics:

  • Inbound Calls per Agent per Hour
  • Cost per Call in Dollars
  • Average After Call Work in Minutes
  • Turnover of Full-time Agents in Percent
  • Average Talk Time in Minutes
  • Agent Utilization in Percent
  • Agent Occupancy in Percent
  • Adherence to Schedule in Percent
  • Average Agent Attendance in Percent
  • Auxiliary Time in Percent
  • Agents/Supervisor Ratio

Caller Satisfaction Survey

We conduct an independent caller satisfaction survey to ensure that you have reached the desired service levels necessary for full certification. The call center seeking certification will supply us with 500 names and numbers of recent customers. We then conduct an independent phone survey of the customers on this list.
Click here for an example survey

Agent Satisfaction Survey

We conduct an independent agent satisfaction survey to ensure that you have reached the desired levels needed for full certification. This is conducted via a survey over the Web sent to the agents in the call center looking to reach certification.
Click here for an example survey

Process Discovery and Technology Inventory

We review relevant processes and the center's enabling technology

Onsite Visit

Our carefully structured agenda allows our experts to provide maximum benefit

Executive Presentation and Road Map

Complete findings and recommendations for improvement


Steps To Begin Your Call Center Outsourcer Certification:

  1. Contact us today in one of the following ways to begin your Call Center Outsourcer Certification.
  2. Then we will run the report for you and set up a review of your data and matrix position which shows how you compare to your Peers. You will receive your balanced scorecard of efficiency to effectiveness (see matrix below).

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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."
Angela Ballantine, Director, Customer Care, ARAG GROUP

 

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