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News : Edmentum Achieves Certification as Center of Excellence
Santa Barbara, CA, Oct 11, 2013 -- The Edmentum customer contact center has been certified as a Center of Excellence by BenchmarkPortal, a contact center research and consulting organization. "Only the top 10 percent of those benchmarked annually achieve this distinction," said BenchmarkPortal CEO Bruce Belfiore. "Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry."
Edmentum is a provider of online learning solutions. The company’s support center is responsible for providing a broad spectrum of knowledge across the full range of Edmentum learning solutions to enhance the learning experience.
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.
"Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure," said Belfiore. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. Edmentum has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Edmentum is, indeed, among the best in its industry. I congratulate Edmentum on a job well done.
Posted by Veronica Silva Cusi, news correspondent
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Edmentum Inc. is a leading provider of online learning solutions designed to drive learner achievement for academic and career success. With more than 50 years of experience driving significant advances in the industry, Edmentum offers a wide variety of innovative solutions spanning a multitude of program areas to empower 21st century teaching and learning. For more information, visit edmentum.com.
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: Tuesday, October 15, 2013