Richfield, Ohio (PRWEB) May 12, 2014
The OEConnection Customer Support Center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient,” said BenchmarkPortal CEO Bruce Belfiore. “It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.”
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.
“We certified OEConnection’s Customer Support operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service,” said Belfiore. "Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost-effective service strategies. OEConnection has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that OEConnection is, indeed, among the best in its industry.”
“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 OEConnection LLC
OEConnection is the leading parts e-commerce technology provider for OEM distribution networks, serving over 60,000 dealership and repair customers. Customers use OEConnection products over 6 million times each month to market, manage and move original equipment parts, facilitating an estimated $20 billion in annual replacement parts trade. The company is headquartered in the greater Cleveland area at 4205 Highlander Parkway, Richfield, Ohio, 44286. Additional information is available at http://www.oeconnection.com or by e-mailing Geo Money at Geo.Money(at)OEConnection(dot)com.