Los Angeles, CA (PRWEB) July 18, 2014
The TrialCard Customer Experience Center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “This certification attests to the fact that call center leaders have successfully balanced efficiency and effectiveness in their operations,” 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.
“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. This achievement confirms the call center’s ability to deliver service that is both efficient and effective,” said Belfiore. "It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence. TrialCard has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that TrialCard is, indeed, among the best in its industry. I congratulate TrialCard 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.
Experience Matters. Located in Cary, NC, Google’s “Digital Capital of North Carolina”, the TrialCard Customer Experience Center conducts over 3,000 healthcare-focused customer contacts each day. Over the past 10 years, TrialCard has managed the customer experience for 3,200 programs. Healthcare-trained Customer Experience Specialists enhance your brand’s reputation by delivering exceptional customer service at a Certified Center of Excellence.
TrialCard Incorporated provides a comprehensive portfolio of solutions in Customer Experience Management, Patient Access Resources, Pharmacy Services, Pulse Analytics, and Reimbursement Support Hub Resources for the life-cycle of pharmaceutical brands. Since opening its doors in 2001, TrialCard has been awarded nine patents related to the processing and marketing of patient access programs. TrialCard is the largest provider of patient access programs in the industry, processing over $1 billion in patient benefits per year to help brand manufactures achieve their goals with prescribers, patients, and pharmacists.