Cars.com has not only achieved excellent results, it has also successfully grown a culture of excellence which permeates the organization. At Cars.com, monitoring performance metrics is complemented by inspired employee engagement programs.
Chicago, IL (PRWEB) April 01, 2014
The Cars.com Customer Care Team 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. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”
To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process that compares the organization’s operational metrics to those of its peers using the world's largest database of contact center data. During this process, BenchmarkPortal experts audit and verify key performance metrics from the contact center applying for certification.
“We continually seek out opportunities to improve our performance and better serve our customers, and we’re honored to achieve this certification,” said Bob Gallagher, Cars.com Chief Financial Officer. “This recognition is not only the result of strategic planning on the part of our operations leadership team, but also a testament to the amazing work of our frontline representatives.”
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 others in the same industry, and whether or not its performance is superior. Customer satisfaction, efficiency and business growth is the goal.
"Cars.com has not only achieved excellent results," said BenchmarkPortal CEO Bruce Belfiore, "it has also successfully grown a culture of excellence which permeates the organization. At Cars.com, monitoring performance metrics is complemented by inspired employee engagement programs, a combination that works exceptionally well for the organization."
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.
Visited by more than 11 million car shoppers each month, Cars.com is the leading destination for online car shoppers, offering credible and easy-to-understand information from consumers and experts to help buyers formulate opinions on what to buy, where to buy and how much to pay for a car. With comprehensive pricing information, dealer reviews, side-by-side comparison tools, photo galleries, videos, unbiased editorial content and a large selection of new- and used-car inventory, Cars.com puts car buyers in control of their shopping process with the information they need to make confident buying decisions.