News : Bright Horizons Achieves Certification as a Call Center of Excellence
Watertown, MA, Nov 12, 2013 -- The customer contact center of Bright Horizons Family Solutions(R) has been certified as a Center of Excellence by BenchmarkPortal, a 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. "A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center’s employees and customers."
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 a 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.
"This certification attests to the fact that call center leaders have successfully balanced efficiency and effectiveness in their operations. By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important consumer products sector," said Belfiore. "A great contact center operation reflects a passion for balancing the demands of high quality and efficiency. Bright Horizons has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Bright Horizons is, indeed, among the best in its industry. I congratulate Bright Horizons on a job well done."
Posted by Veronica Silva Cusi, news correspondent
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About Bright Horizons Family Solutions Inc:
Bright Horizons Family Solutions® is a leading provider of high-quality child care, early education and other services designed to help employers and families better address the challenges of work and life. The Company provides center-based full service child care, back-up dependent care and educational advisory services to more than 850 clients across the United States, the United Kingdom, Ireland, the Netherlands, Canada and India, including more than 130 FORTUNE 500 companies and more than 80 of Working Mother magazine''s 2013
BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. We are still continually growing our database, already the world's largest, for call center metrics by conducting data drives twice a year to have the most up to date information in the industry.
Published: Wednesday, November 13, 2013