Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure.
Santa Barbara, CA (PRWEB) August 27, 2013
The Federal Reserve Bank of St. Louis customer contact center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies.”
To achieve certification as a Center of Excellence, a company must undergo a rigorous call center benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world's largest database of contact center metrics. During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.
Factors (called key performance indicators) such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.
“Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” said Belfiore. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. The Federal Reserve Bank of St. Louis has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that they are, indeed, among the best in its industry. I congratulate the Federal Reserve Bank of St. Louis on a job well done.”
BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit http://www.BenchmarkPortal.com.
About Federal Reserve Bank of St. Louis
Established in 1914, the Federal Reserve Bank of St. Louis, which is responsible for Fed activities in the Eighth Federal Reserve District, contributes to the nation’s monetary policy decisions through the Bank’s president, who represents the District on the Federal Open Market Committee. St. Louis Fed economists support the Bank president and constituents by conducting regional, national and international economic research. Other staff members supervise financial institutions and provide financial services to District banks and the U.S. Treasury to keep the nation’s payment system running efficiently. The Bank produces financial and economic education for primary and high school students and teachers, as well as workshops and conferences for college professors. The St. Louis Fed also works within communities to foster innovation and partnerships in community development. The District’s board of directors provides governance oversight of management and approves management’s allocation of resources to the Bank’s major activities.