December 6, 2016 – Sauder Woodworking Co. recently announced that it has received a Center of Excellence certification for its customer support contact center for a 12th consecutive year. Contact centers achieved the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from 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 Sauder on a job well done.”
Manufactured in America’s heartland for more than 80 years, Sauder Woodworking Co. is the leading North American producer of ready-to-assemble furniture. A family-run business based in Archbold, Ohio, Sauder embraces sustainability measures that reuse and recycle more than 98 percent of its solid waste materials. The company currently offers nearly 50 furniture collections that enable everyone to experience the joy of affordable style. For more information, visit Sauder.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
About Center of Excellence Certification
Contact centers and their managers who wish to implement best practices and attain world-class performance in their industry have a unique opportunity to certify their call centers. BenchmarkPortal’s rigorous certification process has the advantage of referencing all performance goals to their best practice database of thousands of contact centers. Thus, contact centers will be held to performance levels that will improve their competitive position, not just force them to adhere to an arbitrary standard. Please follow the link to discover what the steps to certification are and how they will improve your center’s performance. www.benchmarkportal.com/contact-center-certification/