Virtual Contact Center Certification
Our Virtual Contact Center Certification offerings mirror our Virtual Assessment offerings, providing substantive benchmarking and survey information to managers who cannot afford an on-site visit each year for certification purposes, 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 Contact Center 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 BenchmarkPortal 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 Contact Center 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.
- 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
Virtual Contact Center Certification:
- A letter from our CEO, Bruce Belfiore, to your CEO or other appropriate executive
- A Contact Center of Excellence trophy
- A plaque
- A banner
- Assistance with a press release, or similar
- Permission to use the Center of Excellence badge for a period of a year.
