Contact Center Certification

Pinpoint Strengths & Weaknesses
Learn Best-Practices Solutions from Our Experts
Achieve Validation & Recognition as a World Class Center

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“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

Certified Center of Excellence Certification and Assessments Testimonials

“Joe and Brian respond to questions and queries in a timely manner. They are available to answer questions. We were pleasantly surprised with the quick turnaround of our certification results this year. Thank you for the support and we hope we can do go through the certification process again next year.” Egis Projects – Canada


“BenchmarkPortal is a great company that not only looks at the metrics for certification but they work with us on ways to improve our metrics throughout the year.” MESSA


“If you want to grow as a leader in the field of Call Centers or simply improve the performance of your Call Center BenchmarkPortal is the WAY to GO! In six years we have improved our performance, cost, and satisfaction. Basically…We Got Better!“ MAXIMUS GA Human Services – (Child Care and Parent Services)


“ZoomSupport really appreciated working with BenchmarkPortal – a team of professionals that really know what they are doing. We were pleased to find that BenchmarkPortal treats its clients at the highest level and with an individual approach. A special thanks for the flexibility and support that BenchmarkPortal has shown, which really helped us to accomplish the certification process within the shortest time frame. It has been a great journey!” ZoomSupport


“The BenchmarkPortal team is always professional, responsive and informative! It is obvious that the team is experienced in the contact center industry as we work through the audit and during the presentation of the executive report.” American Electric Power


“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.” ARAG GROUP


“My experience with BenchmarkPortal has been very positive. It has given us the opportunity to identify and focus on specific issues to improve our performance.”  Estela Lopez, Call Center Manager, XEROX


“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!” MAXIMUS


“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 BenchmarkPortal 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 BenchmarkPortal 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

How Our Certification Program is Unique

Largest Database of Performance Metrics in the World 
Over 40 industry verticals to ensure an accurate benchmark

Objective, Metrics-Based Criteria
Your Center’s Performance speaks for itself

The Industry Standard
Only program that includes Balanced Metrics Scorecard, Customer & Agent Satisfaction

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For Outsourcers

Ask about our new Certified Outsourcer 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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