The Sauder Woodworking Co. customer support contact center has been certified as a Center of Excellence by BenchmarkPortal for the ninth year in a row. “A contact center that seeks and achieves the Center of Excellence certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”
To achieve certification, a company undergoes a rigorous call center 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 applicant contact center.
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. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics that show that the center is being operated efficiently.