As the customer service call center has become the most vital interface between a company and its customers, it has become critical that the call handling process be conducted both effectively and efficiently. Many companies now want a "third party" opinion regarding how well their call center is functioning in its strategic role of getting, keeping, and growing customers. This business need to rate the performance of a company's mission critical call center has lead to BenchmarkPortal's Certified Center of Excellence.
The certification process is management's best path to a World Class Quality Call Center. Our certification program is unique in the world as it sets performance standards according to Peer Group Best Practices. The statistics are determined through continuous processing of thousands of performance metrics stored in our data warehouse of 46,000 call centers, which is the largest in the world. An independent consultant who has completed a special training class at Purdue University and passed the Call Center Certification Examination performs this service.