Please review this collection of our client testimonials. They represent only a few of our many satisfied clients. We hope that these insights into our wonderful experiences with our customers will help make your decision a little easier when choosing to improve your call center!
Certified Centers of Excellence
"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
"The certification process is well worth the time and effort. Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. Our call center staff was energized by earning the Center of Excellence Certification. We all take a great deal of pride in this accomplishment and are eager to keep improving our customer service experiences."
John Harcourt, 2nd VP Client Servicing and Operations, Allied Solutions
"Thank you very much, Jose, from all of us, for helping and providing guidance throughout the process. You had been very patient and there were times we were wondering how you could put up with all the questions we had! It had been a pleasure working with you and we hope to continue with you and Brian for many more years to come!"
"In 2006, the University of Ottawa Computing Help Centre was distinguished « Center of Excellence » from the Center of Customer-Driven Quality. At the time we believed our team was highly successful: our team was highly motivated, our interactions solved on first contact were high and customer opinion was also very good. We believed that we were doing the right things at the right time. Benchmarking with Benchmark Portal was instrumental in providing us with important indicators of our performance and providing us with a portrait of the challenge before us; our scorecard could not have been more credible. This process can influence change positively.
The Computing Help Centre was recognized in 2006 as having achieved the optimal balance between efficiency and effectiveness in its operations. Receiving this certification meant recognition for our commitment especially for the team’s remarkable work and dedication to service excellence as well as recognition to our partners who actively supported us in delivering customer support. Having a representative from Purdue University/Benchmark Portal deliver our award right here on campus was a celebration for everyone involved. We were indeed proud to share this moment."
Chantal St-Onge, Assistant Director, Student Accounts,Financial Services, University of Ottawa
"For anyone who is considering an Onsite Assessment with BenchmarkPortal, I would say to do so. The thoroughness and depth of the process was superb and the Certified Auditor was impressive. She captured the culture of our call center and of our College. We learned a lot in the process and the auditor offered substantial & tangible feedback on our overall operation. In addition, BenchmarkPortal is backed by the database and methodologies originally developed at Purdue, which made all recommendations more credible."
Linda Barthelus, Director, College Call Center, Northern Virginia Community College
"The Center of Excellence Program is more than just winning an award. It is a process 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."
Brian Wrage, Director, Technical Support & Technology Systems, Canon USA, Inc.
"We are extremely pleased by these outstanding results, as recognized by such respected groups as BenchmarkPortal and the Center for Customer-Driven Quality."
Ivan Szeftel, President, Retail Services for Alliance Data Systems
"This honor resulted from Service First's ongoing commitment to operational improvements that enable better service for our customers. The Center for Customer-Driven Quality and BenchmarkPortal, have recognized that we are re-engineering customer service in the pharmaceutical industry."
Pat Blake, President of Customer Operations for McKesson Pharmaceutical
"This certification demonstrates the teams have achieved excellence toward measurable best practices standards, trained our people to optimize their skills in support of best practices, and maintained those standards over time."
Michele Crocker, Vice President Distributor Services, Herbalife
"This unique certification award validates Sento's effort and dedication to providing best-in-class solutions to all of our corporate clients."
Patrick F. O'Neal, President and Chief Executive Officer of Sento
"This continued and intensified focus on service quality assures that our company is delivering the best customer service possible. Being named a 'Center Of Excellence' is just a great honor. It is especially gratifying to have earned this certification in 2003, the busiest year ever for the mortgage banking industry."
Jack Case, NCM Executive Vice President, Loan Administration
"It is especially meaningful to be able to celebrate this year's national Customer Service Week knowing we have achieved this lofty goal, and we thank our frontline representatives for the important work they do all year."
Bill Hamilton, Vice President of Customer service for FPL
"Delivering the highest quality service to our Clients and their Customers, Members, and Donors has been a hallmark of AB&C since the company was founded more than 31 years ago. We are extremely proud that our commitment to service excellence has earned us this distinguished designation from the nation's most respected independent call center assessment organization."
R. Michael O'Hara, Chairman and CEO, The AB&C Group
"Our goal is to deliver 'gold-standard' service to customers. This distinguished certification tells us we are achieving that and it underscores the results of our annual subscriber satisfaction survey that shows an overwhelming majority of respondents pleased with their call center contact."
Dr. Thomas J. Fleszar, President and CEO of the Delta Dental Plans of Michigan, Ohio and Indiana
"The role we play in delivering service to our clients is one of the most important things we do as a Firm. Striving for service excellence and exceeding our client expectations balanced with cost effective strategies are the cornerstones for driving the evolution of the World Class Service Culture at Merrill Lynch".
Judy Nelson, First Vice President of Merrill Lynch Global Private Client Services and Technology
"We are delighted to have earned this prestigious award, delivering world-class service to our customers and exceeding their expectations is the cornerstone of our business. Receiving this certification confirms our long-standing commitment to successfully balancing efficiency and effectiveness in our call center operations."
Stephen N. Joffe, Chairman and Chief Executive Officer of LCA-Vision
The College of Call Center Excellence
Call Center Campus
"An amazing event with wonderful carefully chosen speakers with much good information to impart. It was energizing! I felt totally rejuvenated about our contact center and how we can make it better!! This was well worth the trip and the time to come! Makes me want to work even harder to engage and motivate our agents!"
Cindy Trow, Quality Assurance Manager, MedicAlert Foundation
"I have learned new information on how to apply changes based off of the collective sharing of knowledge performed at the class as well as at the symposium."
Call Center Campus Attendee- 2012
"This event including our Center of Excellence certification was really useful. It brought to us many areas for improvement and made us think of new initiatives in Al Hilal Bank."
Eman Amein, Quality Manager, Al Hilal Bank
"Very good conference. Very informative and the presenters were very knowledgeable and presented the information well."
Tim Dawkins, Associate Manager Member Services, MESSA
"Workforce Management class and the Symposium gave us a wealth of knowledge that we will take back and start to work on."
Clint Rosser, Manager of Installation and System Support, Karmak Technologies
"Thank you for inviting us and allowing us to share a little of our story. The whole week was a great, each of us took away something from the training and networking event. We look forward to attending Call Center Campus again."
Matt Conant, Director Customer Experience, PLATO Learning
Quality Assurance Certification Workshop
"My experience taking the online class has helped me a lot. There is a lot of information that I will be taking back to the QA Team and Administrative Staff."
Kyana Beard, Quality Workforce Analyst, Advocate Medical
"Dayne was a wonderful presenter. She is well spoken and very versed in this field. I appreciated her knowledge and understanding of quality and the struggles that we face daily."
Damann Jackson, Carrington College Group, September 2013
"I am a Quality Assurance Specialist and I felt like the presentation and the way the information was presented was in a unique manner. Although it was a conference via web and phone, everyone was still involved and Dayne, our training facilitator welcomed discussion. She was very encouraging and she made us really think about our processes from a company's perspective. As I mentioned above, I would definitely recommend BenchmarkPortal's again because the training was very informative and the training curriculum that was covered was also in detail and precise."
Preya Rampertab, Quality Assurance Specialist, Contact Centers of America. - January 2013
"It was an exceptionally fulfilling experience! Learning new approaches, sharing ours, clarifying/validating the best practices we employ and networking in an open, engaging and interactive environment."
Tawyna Lizama, Quality of Service Manager, Belize Telemedia, LTD. - November 2012
"I was especially excited for our Company to invest in the Quality Assurance Specialists to become certified in the area that is very important to our Customer Care Center. The price was affordable and the timing was accommodating. After the first session, we sat together with our manager and talked about our first day experience and what we learned. The information provided was organized and flowed well and the feeling was unanimous that this course was well worth the resources spent for us to attend. All three of us took ideas and examples from the course that we will use in our monitoring and providing feedback for our customer service reps."
Live Online Attendee - September 2012
"This is a very good course for beginners and experienced quality assurance professionals. It reinforces and re-orients individuals to the basic fundamentals that must be in place as well as additional options, ideas, tools and methods to consider employing. Thanks again for a very informative and interactive training session. I Really enjoyed it and found it very helpful with some of the changes we are in the midst of making in our program."
Mindy Lamb, Call Quality Director, Cigna - November 2012
"I attended BenchmarkPortal's training at Purdue University in 1997 as a manager of a utility call center. It was excellenct! Given the opportunity to attend again in 2012 (15 years later), I seized the opportunity. It was excellent again!"
Judy Blair, Director, Dayton Power & Light - February 2012
"Being in class with QA professionals from other companies and learning from their best practices was very beneficial."
Esa Jones, Growth Specialist, Citizens Energy Group - February 2012
"This training far exceeded my expectations. I am a visual learner. I like the interaction and hands on experience. The trainer was really engaged and cared about the growth of our positions and what we will gather from this program and take back to our employees."
Call Center Campus Attendee - Video Testimonial - October 2011
"One thing that I will remember is that the participation was absolutely phenomenal in this class. The style of learning was participation and hands on. I learned from the teacher and from the participants in the group."
Call Center Campus Attendee - Video Testimonial - October 2011
"We are very pleased with the training based on the feedback from Leanne regarding the first 2 sessions she had last week. We are expecting that she will have a lot of learning which she can apply to her projects as the QA Supervisor of our team."
Lorena C. Biclar | Assistant Manager-Customer Service | Power Transmission Solutions, Emerson Industrial Automation
"This workshop gave me a variety of best practices and ideas that I can take back to my company to improve our processes."
Quality Assurance Live Online Attendee - 2011
"This course provided my company with valuable insight in how to better our service."
José R. Moran Callmax Domincana
Call Center Workforce Management Certification Workshop
"This was a wonderful opportunity to learn from someone as knowledgeable as Joe. I truly appreciate his approach in aligning us to free flow with our questions and situations vs. being absolutely stringent with the flow of the course material."
Lee Branch Hill, Contact Center Team Lead, MedicAlert Foundation - November 2012
"The class was very informative for me and my time in position. I am new to leadership and WFM and was happy to learn all the layers that filter into call center management.
Las Vegas, NV - 2012 Call Center Campus Week WFM Attendee
"The course was very informative and helpful. The instructor was knowledgeable and very interesting. The class was really fun to be in."
Las Vegas, NV - 2012 Call Center Campus Week WFM Attendee
"Great overview on all aspects of WFM & allowed time for exchanges of ideas for on-site specific questions! Very Good!"
Indianapolis, IN Attendee - February 2012
Call Center Management Certification Workshop
"Joe - Thank you for the enthusiasm and energy you brought to the class made it a fun, educational and inspiring learning experience! Your knowledge, experience, expertise and ability are refreshing! Conducting it in the beautiful AMA office was the icing on the cake! Thanks again for the enjoyable time!"
Chicago, IL Attendee - October 2-13
"The training was more than I expected. It was applicable to any call center, whether you have 4 people or 400. It brought home real life examples and experiences which definitely are designed to help support supervisory and management decisions. The training provided more than a cursory glance at topics like customer satisfaction, quality assurance, human resource management to name a few. The value of detail I got from the data analysis and reporting module opened my eyes to how to effectively utilize data generated from the center. Overall this experience provides you with an arsenal of information to guide you to be a better manager and challenges your creative process as you go through the normal paces of work. This was an eye opener, a true "WOW" learning experience. i am glad I was a part of this experience."
Inger Hainsley-Bennett, Customer Service Manager, Companies Office of Jamaica - July 2013
"Facilitator was Fantastic! Knowledgeable, Intuitive and thought provoking."
Brianne Brown, Call Center Supervisor, Tulsa Customer Care Center - July 2013
"As a new manager this course armed me with all of the information and tools that I need to be successful! It was a wonderful experience!"
Samantha Folks, Customer Support Manager, Edmentum - July 2013
"Great course, great experience! This course opens every avenue to contact center management. Highly recommended."
Ron Judd, Customer Relations Manager, Egis Canada - July 2013
"The trainer was very knowledgeable and lively with his delivery. The content of the material helped us realize where we are missing the mark with importance and where to place our value."
Tulsa, OK - July 2013 Attendee
"The course was exactly what I was looking for. I am considering setting up a near-shore call center, but have no experience in the field. I am not planning on being an on-site manager, but wanted to know how a call center works in order to evaluate the qualifications and knowledge of people I may be interviewing as potential employees, etc. I believe this seminar gave me that knowledge base which will be important for setting up the call center and overseeing its continuing operation. Joe was an excellent instructor. He imparted a wealth of information while maintaining a conversational tone throughout the seminar. We had lunch one day and I was able to asking him some questions about my plans and he was very encouraging. I will probably be in touch with BenchmarkPortal in the future to seek more guidance as this project progresses. Thanks to BenchmarkPortal for a valuable and enjoyable experience."
John Scott, Manager - July 2013
"I am excited to return to my center and apply some of the things I've learned. I feel invigorated and refocused."
Mason, OH Attendee - June 2013
"The tools given in this training will be beneficial for using in our call center. I cannot wait to get back and put what I learned to great use!"
Erin Hubert, Associate Manager, MESSA - March 2013
"This is the type of course I needed and sought for our organizational growth as well as professional development & growth for me and my staff. I look forward to taking some of the individual courses to learn and apply."
Athena Plummer, Director, City of Virginia Beach: Emergency Communications & Citizen Services - March 2013
"Great surprise for me, a wealth of knowledge was shared by Dayne and the participants. I look forward to an ongoing relationship with BenchmarkPortal & Dayne, she is great! She was an excellent presenter, patient, able to supply complex concepts, methodologies in form we could all understand."
Robert Putman, Supervisor Technical Assistance Center, Parata Systems - March 2013
"The course was outstanding. I have supervised a call center for over two years and was amazed to see how little I knew about this business. Dayne was an absolutely wonderful instructor."
Greensboro, NC Attendee - March 2013
"Dayne's experience truly made the program worth twice what I was charged. Truly eye opening program with the vast amount of content."
Michael Woodard, Director, Learning & Development, Fleetcor - March 2013
"Wonderfully positive experience that had me leaving energized and thinking of possibilities."
Greensboro, NC Attendee - March 2013
"I enjoyed learning about best practices. The course encouraged me to think about our current practices and reflect on the areas that we can improve upon to increase employee retention and improve our customer experience."
Scottsdale, AZ Attendee - February 2013
"This was one of the best courses I had in years. Normally, after day one I lose focus and want to return to work. This course made me focus on how I can improve operations at work.
Scottsdale, AZ Attendee - February 2013
"Great forum for call centers from different industries to get together and talk about what works for them and what doesn't."
Scottsdale, AZ Attendee - February 2013
"I feel more empowered than when I walked in."
Judy Alstrom, Contact Center Assistant Manager, Consumers Credit Union - February 2013
"Joe's real world experience kept the class totally engaged for 3 days. He is amazing!
Eric St. Hilaire-Smith, SVP Customer Relations, Equiant Financial Services - February 2013
"Although I manage a Center of Excellence, based on subject matter covered in the management course, I found that there is so much more that I can learn and put in to place in my call Center. In the upcoming years, I will also be taking the QA and QM courses to get dive deeper in the details."
Theresa Bode, Director of Member Services, Teachers Credit Union - November 2012
"I truly enjoyed the opportunity to network wit individuals within my field/industry."
Amy Novak, Call Center Manager, Proctor Financial - November 2012
"I was very pleased with how well the course was put together. It provides info relevant to small and large call centers. The course provides an indirect approach to the top call center concerns and validates all info that is given. If you run a call center, this course is a must. Not only will you learn from the course, but every one else brings their info to the class and you can use them as a reference."
Mike Rooks, Call Center Supervisor, Nevada Adult Day Care - November 2012
"It was an excellent training. Very thorough and descriptive. I would recommend to all of my associates."
Juanita Swanson, Supervisory, Veterans Administration Health Resource Center - September 2012
"It was a great experience that provided many valuable takeaways for implementation or further conversation at my current job."
Christy Casey, CSC Branch Chief, United States Coast Guard - September 2012
"It is rare for contact center managers to learn from a well versed instructor and share real life stories with others in the business."
MaryAnn Novajosky, Call Center Manager, Securitas USA - September 2012
"This course has helped provide clarity on identifying the right actions for my business and how to develop action plans for continuous improvement."
September 2012 Attendee
The curriculum was very in-depth and can be easily applied. The training was fun, simple and magical! WOW!
Khristina Lazalde, Director Global Call Center Training & Quality, Herbalife - July 2012
"Knowing we are not alone and building relationships to enable us to reach out to each other. Changes peoples LIVES."
Tina Spalding, Director, APAC Distributor Services, Herbalife - July 2012
"GREAT. Highly recommended and the small class size allowed for a great exchange of practices in play."
Kai Martin, Vice President, The Pasha Group - August 2012
"This class environment was amazing. I walked out of the class with many new resources, who I look forward to working with. I enjoyed the collaborative learning."
Jennifer Koepke, Global Contact Center Manager, Milestone Technology - August 2012
"I felt the class was excellent on all levels: content, instructor, participants to hospitality and environment."
April Cook, American Health Connection - August 2012
"Dru Phelps was a GREAT instructor. She is very knowledgeable in all areas and listens to each person to get a better understanding."
Tamica Emerson, Supervisor, VA Health Benefits
Great course! Program material was very thorough, well structured and highly informative. This workshop provided useful examples, proven best practices and training methods that should be implemented by any call center seeking to improve overall performance, agent and customer satisfaction."
Gregory Head - January 2012
"Very Educational. We have a lot of action items to bring back! Even the most seasoned call center manager would be stimulated by content."
January 2012 - Course Attendee
"This workshop definitely met my expectations. It helped me change my thought pattern about what tools we want to invest in, in terms of technology. I am now going to re-direct dollars in a different way after consulting about where the future is going now."
Call Center Campus 2011 - Video Testimonial
"A lot of networking, very personal and small classroom size. The instructor allowed us to ask a lot of questions and see what other call center managers in our industry are doing. The training was great, very comfortable, very relaxed and very enjoyable."
Call Center Campus 2011 - Video Testimonial
"The College of Call Center Excellence provided excellent content on a wide variety of Call Center topics that was extremely relevant and immediately applicable to my operation. The interaction with other call center professionals was an invaluable aspect of the learning environment. I came back to my job energized and with clear tools for making improvements to my center."
Noel Allen, Director of Customer Service, Williamson-Dickie Mfg. Co.
"Once again thanks for an outstanding program, many new ideas to share with my colleagues."
George Richardson, Wright Express
"I wanted to thank you for a great class last week. The class exceeded my expectations. I returned to work today feeling very motivated and armed with some new skills and knowledge to make a difference here at Forethought."
Shelia Merkel, Manager, Client Services Forethought Financial
"The Call Center Manager Certification class was one of the most engaging classes I have had the privilege to attend. The facilitator for the class created an environment which allowed for an exchange of ideas mixed in with industry best practices. Even though I am an experienced Contact Center Manager, I was able to find value in the material and the class interaction. I would highly recommend this course!"
Mark A. Brody, Assistant Manager, DPRV, TG
"I recently completed call center management certification in Altanta, GA earlier this month. The ideas and take aways I left with were great! Dru did an excellent job leading our class through our training sessions while also providing effective examples relating to the subject matter from her years of experience. I have already benefited from this certification and I will be staying in touch with my classmates too."
Michael Jordan, Metro Credit Union
"The American Medical Association Unified Service Center management team participated in The College of Call Center Excellence Leadership Certification Program. The content was challenging, well organized, and relevant. The program inspired a cross-pollination of good ideas across a diverse group of call center managers."
Gloria Gupta, Director Service, American Medical Association
"I would highly recommend the AT&T College of Call Center Excellence classes, even to people who have experience in call centers. They actually get more out of it - not only because of exchange of ideas, but because there's a good mix of people in the class."
Joanna Terlecka-Bos, Operations Manager, M&I BankCard Services
"Since attending AT&T College of Call Center Excellence classes, we have implemented several key changes to improve our operations," Lopez says. In the scheduling area, Banco Santander now uses call center capacity software to justify headcount and schedule agents more efficiently. In addition, the company has developed a more appropriate set of metrics to set and track objectives. The four-day class is user-friendly, practical, and gives you the knowledge to be a leader in customer retention and market share. As for the critical area of satisfaction measurement and tracking, Lopez says, "New caller contact reporting methods have been devised that have justified all the changes made, and our call center data is now seen as valuable information related to customer satisfaction and loyalty."
Rafael Lopez, Director of Customer Services for Banco Santander Puerto Rico
"The college's curriculum addresses a variety of topics, from effective capacity planning and forecasting call loads to resource management, recruiting, training and motivating and retaining a first-class team of agents. Many successful businesses recognize that call centers need to be managed as a strategic business tool that delivers competitive advantage. AT&T has enhanced and expanded the curriculum to explore and address current, real-world issues such as improving process measurements and re-engineering management."
Dr Jon Anton, Purdue University
"AT&T College of Call Center Excellence classes were extremely well done and helpful. The material was presented well and was very useful and relevant. I look forward to attending future sessions."
Stephanie Kennedy, Gage Marketing Group
"Quantum Corporation places a great deal of emphasis and importance on our most valued asset, our customers. To further increase our customer satisfaction and keep our Customer Service call center operation on the cutting edge, we are using the valuable concepts, technologies, tools and ideas that were presented in the AT&T College of Call Center Excellence program. I would recommend these courses to any person who is interested in improving his or her call center operations."
Bruce Shadmehri, Technical and Business Support Manager, Quantum Corporation
"I have attended nine call center training classes. AT&T's College of Call Center Excellence program was by far the most useful training I have ever taken. It is run in a professional manner by people who have actually done the job. If you are looking for the best all around training for your contact center management team this is number one hands down."
Comet Brower, Contact Center Manager, SafeHarbor.com