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 is vital that the call handling process be conducted at best practice standards. This need to function at best practice levels has, in turn, created the need for third-party certification that shows when call centers are operating at this high level of call handling performance. BenchmarkPortal manages the call center database originated at the Center for Customer-Driven Quality. at Purdue University. This data warehouse of call center best practice statistics includes thousands of call centers in 24 industry segments. These performance data are kept current and accurate, and are 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: Is based strictly on a quantitative approach, rather than a qualitative approach where performance issues depend upon the judgment of a trained auditor. Begins with a thorough statistical comparison between the call center striving to be certified and a "peer group" of similar call centers in the same industry sector. Is based on a "balanced scorecard" approach, namely, certified call centers are able to manage call handling at a high level of both efficiency and effectiveness, i.e., high quality in terms of results, and low cost. Pinpoints areas of high performance, and quantifies gaps in areas of low performance, based on hard statistical comparions. Uses only established scientific methods to measure the achievement of certifiable best practices standards. For more information please view our slide presentation. or e-mail: Certification@BenchmarkPortal.com