A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal
demonstrates a noteworthy commitment to service excellence.
Santa Barbara, CA (PRWEB) June 11, 2013
The AutoTrader.com Consumer and Specialty Sales 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. “Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s database of contact center metrics, which was founded at Purdue University and is the largest in the world. This achievement confirms the call center’s ability to deliver service that is both efficient and effective.”
To achieve certification as a Center of Excellence, a company must undergo a rigorous 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. AutoTrader.com has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that AutoTrader.com is, indeed, among the best in its industry. I congratulate AutoTrader.com on a job well done.”
“A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center’s customers, employees, and shareholders,” added Belfiore, who has been with the company since 2000.
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.
Created in 1997, Atlanta-based AutoTrader.com is the Internet's ultimate automotive marketplace. As a leading resource for car shoppers and sellers, AutoTrader.com aggregates millions of new, used and certified pre-owned cars from thousands of dealers and private sellers and provides expert articles and reviews. AutoTrader.com, which also operates the AutoTraderClassics.com auto marketing brand, is wholly owned by AutoTrader Group. Additionally, AutoTrader Group owns Kelley Blue Book (KBB.com®) as well as four other companies that provide a full suite of software tools that help dealers and manufacturers manage their inventory and advertising online: vAuto®, HomeNet Automotive®, VinSolutions® and Automotive Information Systems (AIS). AutoTrader Group is a majority-owned subsidiary of Cox Enterprises. Providence Equity Partners is a 25 percent owner of the company and Kleiner Perkins Caufield & Byers is also an investor. For more information, please visit http://press.autotrader.com.