September 14, 2016 – Psychemedics Corporation (NASDAQ: PMD), the world’s leading and largest hair analysis drug testing company, announced that it has been certified as a Center of Excellence by BenchmarkPortal. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry,” said BenchmarkPortal CEO Bruce Belfiore.
To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world’s largest database of contact center metrics. During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.
Factors (called key performance indicators) such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.
“Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence, It is an achievement of distinction,” added Belfiore. “We have validated its metrics and have certified that Contact Center is, indeed, among the best in its industry. I congratulate Psychemedics on a job well done.”
About Psychemedics Corporation
Psychemedics Corporation is the world’s largest provider of hair testing for the detection of drugs of abuse. The Company’s patented process is used by thousands of U.S. and international clients, including over 10% of the Fortune 500 companies, for pre-employment and random drug testing. Major police departments, Federal Reserve Banks, schools, and other public entities also rely on our unique patented drug testing process. We strongly believe our drug testing method to be superior to any other product currently in use, including traditional urine testing and other hair testing methods. For more information, visit the Psychemedics Corporation website at www.psychemedics.com.
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. The organization hosts the world’s largest database of contact center metrics. Its mission is to provide contact center managers with the tools and information to help optimize efficiency and effectiveness in customer communications. For more information about BenchmarkPortal, please call 800-214-8929 or visit www.benchmarkportal.com