Los Angeles, CA (PRWEB) December 05, 2013
The Proctor Financial, Inc. customer contact 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.
“Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” said Belfiore. "By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important consumer sector. Proctor Financial, Inc. has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Proctor Financial, Inc. is, indeed, among the best in its industry. I congratulate Proctor Financial, Inc. 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,” 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 Proctor Financial, Inc.
Proctor Financial, Inc., headquartered in Troy, Michigan, is a lender placed insurance provider offering insurance products and administrative services to financial institutions on a national basis. An industry leader, PFI pioneered the concept of lender placed insurance (also called force placed insurance) in the 1970s. PFI demonstrates success in industry experience and exceptional service with an impressive list of over 1,700 clients. Proctor Financial, Inc. is a wholly owned subsidiary of Brown & Brown, Inc., the sixth largest independent insurance intermediary in the United States. For more information about Proctor Financial, Inc. visit the company website at http://www.pfic.com.