BPA Featured Article

BenchmarkPortal Certifies Wolters Kluwer's Contact Center as Center of Excellence

By Calvin Azuri, TMCnet Contributor
January 14, 2014

BenchmarkPortal (News - Alert) recently announced that the company has certified Wolters Kluwer Financial Services’ Customer Contact Center as Center of Excellence. The certification was earned after a thorough comparison of the company’s operational metrics against similar metrics of peers and major competitors through BenchmarkPortal’s global database for consolidating contact center metrics. Subject matter experts from BenchmarkPortal then reviewed and audited the key data, determining the contact center’s qualification for the Center of Excellence certification..

BenchmarkPortal provides training, certification, research and consulting services to the customer contact center industry. The company operates the largest database in the world for contact center metrics and is known for fostering innovation and best practices sharing culture in the contact center industry.

In a release, Bruce Belfiore, chief executive officer at BenchmarkPortal, said “Only the top 10 percent of those benchmarked annually achieve this distinction. Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry. Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure. A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs.”

The key performance indicators assessed included cost incurred per call, first call resolution, call waiting time, agent and customer satisfaction and human resource utilization. With this information, BenchmarkPortal is able to to scientifically measure the performance of a contact center against other contact centers operating in the same industry.

Wolters Kluwer Financial Services is a provider of compliance, risk management, audit and financial solutions designed to enable its customers to successfully navigate regulatory complexity, optimize risk and financial performance, and manage data to support critical decisions.

 “Wolters Kluwer Financial Services has shown its ability to achieve that balance through its objective performance metrics,” Belfiore said. “We have validated its metrics and have certified that Wolters Kluwer Financial Services is, indeed, among the best in its industry. I congratulate Wolters Kluwer Financial Services on a job well done.”

Edited by Blaise McNamee