The achievement of the Center of Excellence represents a contact center’s commitment to customer service. It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.
Los Angeles, CA (PRWEB) July 31, 2014
BenchmarkPortal, a leading contact center research and consulting organization, recognizes the exceptional efficiency and effectiveness of the EyeMed Vision Care Contact Center by awarding it Certification as a Center of Excellence for the fifth consecutive year. Certification is granted exclusively to companies demonstrating high operational metrics, customer satisfaction and agent satisfaction. Only five percent of centers that applied for the prestigious Center of Excellence recognition have actually attained certification five or more years in a row.
“The achievement of the Center of Excellence represents a contact center’s commitment to customer service,” said BenchmarkPortal CEO Bruce Belfiore. “It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.”
To be certified as a Center of Excellence, a company must undergo a rigorous benchmarking process, comparing its 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.
"We applaud EyeMed’s commitment to superior customer service,” said Belfiore. “The Certification of EyeMed is a direct result of its leadership’s commitment to balancing cost-effective service solutions with best-in-class service performance. It is an achievement of distinction. We congratulate EyeMed on a job well done.”
Factors (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 if the center’s performance 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.
“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,” 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 EyeMed Vision Care
Cincinnati, Ohio-based EyeMed Vision Care is the second largest and fastest growing vision benefits company in the United States with more than 36 million members. Dedicated to becoming America’s first choice for vision benefits, the company’s products, operations and business ambitions are focused on a single brand-defining mission: delivering the vision benefits that members appreciate most. One of the company’s distinctive features is an expansive network of independent vision care providers combined with many of America’s favorite retail brands, including LensCrafters, Pearle Vision, Target Optical, Sears Optical and JCP Optical. The company is a proud sponsor of OneSight, a charitable organization dedicated to eradicating the vision crisis across the United States and around the world. EyeMed is part of the Luxottica family of companies. Visit eyemed.com, Twitter or LinkedIn.