Christian Brothers Services (CBS) Customer Care Center is being recognized as a leader in the call center industry and was recently named the Most Improved Call Center in the U.S. for Small Centers for 2019 by BenchmarkPortal.

The CBS customer care team ranks as one of the top centers in the industry, earning a Top Contact Center—Small  Centers category award for the sixth consecutive year by BenchPortal, a leading contact center consulting services group.

Rounding out the honors, the CBS team also is being lauded for its effectiveness and efficiency; earning the top award for the Lowest Abandon Rate and the Best Agent Retention.

“Recipients of the Top Contact Center Award have demonstrated, on a statistically objective basis, that they provide superior service and financial performance as compared with our entire contest database,” said Bruce Belfiore, BenchmarkPortal CEO.  “Their key metrics were benchmarked against our entire database—the largest in the world of contact center metrics. This is a great accomplishment indeed.”

The Top Contact Centers competition compares the performance of contact centers throughout North America by evaluating their key metrics against other centers based on center size. Entries are all cross-checked, validated and approved by certified contact center experts and the resulting submissions are scored on the basis of both quality and cost efficiency.

“Providing quality service to help guide our members is our priority,” said Brother Michael Quirk, FSC, Ed.D. President and CEO of CBS. “Our customer care team, in particular, works diligently to answer each call with Lasallian values in mind, offering a personal experience met with efficient and timely results.”

BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for contact centers and hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. Their mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications.