PERFORMANCE HOUSE TO CREATE CALL CENTRE BENCHMARKING PROGRAMMES FOR UNIVERSITY OF CENTRAL LANCASHIRE

Call and Contact Centre Performance Measurement and Development

28th February 2003 – Performance House, the international call and contact centre training and performance management company has been appointed by The University Of Central Lancashire to create performance management and benchmarking programmes for their post graduate certificate in Call and Contact Centre Management.

Although the call and contact centre industry continues to experience growth domestically and overseas, their performance in delivering customer services is increasingly recognised as an important source of competitive differentiation. As specialists in this arena, Performance House has extensive experience in measuring service level agreements along with quality & performance of service throughout both public and private call centres.

It is only by offering increased levels of service to customers that loyalty is created," commented Martin Ashfield, managing director of Performance House, and we are delighted to be working with the University in developing skill enabling programmes for call centre managers."

Using their Total Interface Management Model" to assist in the understanding barriers to service excellence, Performance House has already assisted companies in overcoming these challenges with practical and simple steps including The Reality Group, GUS and Experian.

The company launched last year, has rapidly acquired a leading role in call centre benchmarking development in the public and private sector. It is a member of the Call Centre Association working group, creating a best practice framework for Public Sector contact centres and also works with organisations across a range of industry segments in developing international standards in delivering multichannel customer support services.

To participate in the University Of Central Lancashires post graduate certificate In Call Centre Management please email info@performance-house.com or visit their website,
www.performance-house.com

Performance House, Mostyn Hall, Friargate, Penrith, CA11 7XR