Contact Center Certification

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Center of Excellence Certification

Our acclaimed Center of Excellence Certification program involves a comprehensive process that combines Performance KPI benchmarking, Customer feedback and Agent feedback in a way offered by no other program. Metrics are compared with industry peers using BenchmarkPortal’s database of contact center metrics, the largest in the world.

Our certification program is offered in On-site and Virtual versions, as indicated below:

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On-site Center of Excellence Certification Engagement

This gold star offering includes 2 days on site with your team. It includes gathering and audit of your metrics and deep-dive discovery of your operations. It includes the following components:

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1. Pre-visit Components:

  • Kick-off call which ensures the parties are on the same page, and that BenchmarkPortal understands the strategic focus of management
  • Completion of our 41-KPI Contact Center Benchmark Survey, our flagship survey which is considered the industry standard
  • Customer satisfaction survey, generally conducted by BenchmarkPortal via email.
  • Agent feedback survey, which usually takes about 12 minutes to complete per agent
  • Pre-visit handbook. This guided summary of the center’s processes and technology is completed by center management.
  • Pre-visit analysis. Our experts review all of this information before coming on-site. This is like a physician having x-rays and medical panels ahead of seeing you for an appointment. We have a lot of good information even before we walk through your doors.

2. On-site Visit Components:

  • The visit includes introductions to all stakeholders and a tour of facilities
  • Workshop discovery with both general managers and functional managers
  • Side-by-side observations with CSRs
  • Focus group meetings with supervisors and agents
  • Review of metrics
  • Process flow
  • Other items as needed.

3. Post-visit Components

  • Expert review and analysis of information collected
  • Fact checking with management
  • Preparation and delivery of Executive Presentation via PowerPoint
  • Executive Presentation includes complete findings and recommendations for improvement roadmap
  • Monthly check-ins with expert on progress against roadmap

4. Certification:

For those centers that achieve certification, the following will be awarded (included in the Certification pricing):

  • A letter from our CEO, Bruce Belfiore, to your CEO or other appropriate executive
  • A Contact Center of Excellence Trophy
  • A Contact Center of Excellence Plaque
  • A Contact Center of Excellence Banner
  • Assistance with a press release, or similar
  • Permission to use the Center of Excellence badge for a period of a year.

“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

Virtual Center of Excellence Certification Engagement

Our Virtual Certification offering provides a path to certification for centers that do not have the budget for an on-site visit each year, but who want to gain or maintain status as a Certified Center of Excellence.   The TAVC (Team-Assisted Virtual Certification), described further down, has been designed for the first-time user, and provides the sort of expert assistance that experience shows will make this engagement truly useful for new clients.

Virtual Certification Components:

  • Kick-off call which ensures the parties are on the same page, and that BenchmarkPortal understands the strategic focus of management
  • Completion of our 41-KPI Contact Center Benchmark Survey, our flagship survey which is considered the industry standard
  • Customer satisfaction survey, generally conducted by BechmarkPortal via email.
  • Agent feedback survey, which usually takes about 12 minutes to complete per agent
  • Expert review and analysis of information collected
  • Fact checking with management
  • Preparation and delivery of Executive Presentation via PowerPoint
  • Executive Presentation includes limited findings and recommendations for improvement roadmap
  • Monthly check-ins with expert on progress against roadmap, if desired.

 

BenchmarkPortal’s Virtual Certification is a very affordable alternative for those who have had a previous on-site visit, but wish to alternate on-site years with virtual years in order to maintain their status as a Certified Center of Excellence.

First time Virtual Certification clients are directed to our TAVC (Team-Assisted Virtual Certification) offering. We consistently find that first-time users merit and need greater involvement from our team of experts in order to successfully complete the Contact Center Benchmark Survey. Thus, in addition to the Virtual Certification features indicated above,

TAVA includes one of two options:

  • One day with our expert on-site for data gathering and validation only, or
  • Up to 12 hours of remote assistance for data gathering and validation

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Average Top Box Satisfaction Score From Callers (All-Industries)

Average Speed of answer (Health Insurance) (seconds)

Average Cost Per Call (Banking)

Social Media Average Response Time (Minutes)

BenchmarkPortal’s Certification Process Stands Above All Others!

BenchmarkPortal is currently developing a new Outsourcer Center of Excellence program that is tailored to the needs of outsourced contact center operations.  The program will both validate outsourcer services and provide them with valuable recommendations on how to improve performance and cost structure. The certification process can help outsourcers with their marketing efforts, their client satisfaction metrics and their bottom lines.

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