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.
Los Angeles, CA (PRWEB) January 23, 2014
The Sauder Woodworking Co. customer support contact center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization.
“A contact center that seeks and achieves the Center of Excellence certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence,” 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 with 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,” Belfiore said. “A great contact center operation reflects its management’s passion for balancing the demands of high quality and low costs. Sauder Woodworking Co. has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Sauder is, indeed, among the best in its industry. I congratulate Sauder on a job well done.”
“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. “This achievement confirms the call center’s ability to deliver service that is both efficient and effective.”
Headquartered in Archbold, Ohio, Sauder is a privately held, third-generation, family run business. Sauder is the inventor and leading provider of ready-to-assemble furniture in North America. Sauder subsidiaries include Progressive Furniture Inc., and Sauder Manufacturing Company. Other market segments include Sauder Funeral Products and WoodTrac®.
“It is important to make sure the customer has a positive experience from the time they purchase our furniture through the moment they complete the assembly and place the furniture in their home,” says Kevin Sauder, Sauder president and CEO. “I believe our Ohio-based call center is one of the best in the industry, and this certification is a demonstration of just how committed we are to providing an outstanding experience for our customers.”
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 Sauder Woodworking Co.
Manufactured in America’s heartland for almost 80 years, Sauder Woodworking Co. is the leading North American producer of ready-to-assemble furniture. A family run business based in Archbold, Ohio, Sauder embraces sustainability measures that reuse and recycle more than 98 percent of its solid waste materials. The company currently offers more than 30 furniture collections that enable everyone to experience the joy of affordable style. Follow us on Facebook, Twitter, Pinterest and YouTube. Learn more at Sauder.com.