BenchmarkPortal (News - Alert), a provider of certification, training, consulting and research for the customer contact industry, recently announced that the Northern Virginia Community College (NVCC) Call Center has been certified as a ‘Center of Excellence’.
Bruce Belfiore, chief executive officer at BenchmarkPortal, remarked, “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. Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies.”
BencmarkPortal explained that its certification program is very different from others, as it sets performance standards according to objective industry data collected from thousands of call centers, stored in the largest database of contact center metrics in the world. This database is a warehouse of call center best practice statistics on thousands of call centers in 42 industry segments. Its updated and accurate performance data can cater to call center professionals worldwide who want to establish goals for best practice call center performance.
One of BenchmarkPortal’s own certified consultants usually leads the certification process and audits call center’s metrics, providing valuable insights for improving the center going forward. KPIs (key performance indicators) such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are all taken into account.
BenchmarkPortal said that the NVCC call center showcased its ability to maintain the balance between effectiveness and efficiency through these objective performance metrics. The NVCC call center is said to have received a 91 percent satisfaction rating from customers that used its services.
Edited by Blaise McNamee