Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence. It is an achievement of distinction.
Los Angeles, CA (PRWEB) October 28, 2014
The EFG Companies customer claims and administration group 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 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 EFG’s claims and administration group 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. EFG Companies has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that EFG Companies is, indeed, among the best in its industry. I congratulate EFG Companies on a job well done.”
“Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence. It is an achievement of distinction,” 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.
About EFG Companies
EFG Companies combines over 37 years of experience serving as an industry innovator of consumer and vehicle protection programs with the company’s commitment to raising the industry bar in providing superior client engagement. With their field and administrative teams AFIP and ASE certified, EFG’s professionals provide world-class product development and administration, go-to-market strategies, training and auditing support across a multitude of channels. http://www.efgcompanies.com