BenchmarkPortal (News - Alert) call center certification has become the industry’s benchmarking standard for call center performance.
Established in 1995, BenchmarkPortal also provides call center consulting, research and reports pertaining to the call center industry. The organization claims to have the largest database of call center metrics.
With call center certification and benchmarking, BenchmarkPortal aims to provide call center managers with the tool and information that will help them optimize their efficiency and effectiveness in customer communications.
One of the latest call centers to receive BenchmarkPortal certification is AutoTrader.com, an automotive marketplace. AutoTrader.com call center has achieved the prestigious "Center of Excellence" certification by BenchmarkPortal, placing its Consumer and Specialty Sales customer service call center in the top ten percent as surveyed for efficiency and effectiveness.
The Center of Excellence certification is based on the best-practice metrics drawn from BenchmarkPortal’s comprehensive database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
"Earning this award is a great achievement for AutoTrader.com's customer service team," said Pat Dennis, director of customer service for consumer and specialty sales, in a statement. "This recognition is a testament to our continued investments in our people, development and technology. I am very proud of our team members, who are the foundation to building stronger relationships with our customers."
The certification confirms that AutoTrader.com and its customer service leaders have successfully balanced efficiency and effectiveness in their operations. “By optimizing their cost components and their ability to satisfy customers, AutoTrader.com exemplifies best practices in a very important consumer products sector," said Bruce Belfiore, CEO and senior research executive of BenchmarkPortal.
In another innovative campaign, BenchmarkPortal has launched CallTalk, a monthly online radio show that will provide industry leaders with insight on transitioning a call center from a typical customer service environment to a sales environment. Belfiore is hosting the show.
Edited by Rory J. Thompson