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BenchmarkPortal Launches Outsourcer Call Center Certification Program

By Amanda Ciccatelli, TMCnet Web Editor

A global leader in the contact center industry, BenchmarkPortal (News - Alert) is expanding its Center of Excellence (COE) program, to offer Certification to Call Center Outsourcers.

BenchmarkPortal’s proprietary “balanced scorecard” methodology focuses on metrics relating to quality and cost. The statistics are determined through processing of thousands of performance metrics stored in the company’s data warehouse of thousands of contact centers and call centers. The statistics are determined through continuous processing of thousands of performance metrics, from thousands of call centers.

"The certification process is well worth the time and effort. Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. Our call center staff was energized by earning the Center of Excellence Certification. We all take a great deal of pride in this accomplishment and are eager to keep improving our customer service experiences,” said John Harcourt, 2nd VP Client Servicing and Operations of Allied Solutions, in a press release.

BenchmarkPortal provides benchmarking, certification, training, industry reports and consulting and hosts the world’s largest database of call center and contact center metrics. The BenchmarkPortal team of professionals has gained international recognition for its expertise and innovative approach to efficient and effective call contact center outsourcing practices.

Call center managers seeking outsource partners to handle their calls want assurance that these calls will be handled efficiently and effectively. BenchmarkPortal can help outsourcers prove that their operations are both efficient and effective according to objective, industry-based standards.

With its database of call center metrics and its 17 years of experience in benchmarking and certifying hundreds of Global 500 call centers worldwide, BenchmarkPortal, through its certification process, validates outsourcer services. The outsourcer certification can help outsourcers with marketing efforts, and client satisfaction metrics.

BenchmarkPortal’s rigorous certification process has the advantage of referencing all performance goals to its best practices database of thousands of call centers. Being held to extremely high performance levels, call center managers will improve their company’s competitive position.