News : LCEC Contact Center Achieves Certification by BenchmarkPortal
Santa Barbara, CA, Nov 26, 2013 -- The LCEC 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."
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 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. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. LCEC has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that LCEC is, indeed, among the best in its industry. I congratulate LCEC on a job well done."
Posted by Veronica Silva Cusi, news correspondent
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Established in 1940, LCEC is a not-for-profit electric distribution cooperative serving Cape Coral, North Fort Myers, Marco Island, Sanibel and Captiva Islands, Pine Island, Everglades City, Immokalee, Ave Maria, and parts of Lehigh Acres. LCEC is committed to providing efficient, reliable, cost-competitive electric and emerging energy solutions and excellent service to our customers. LCEC is also a major contributor to the local economy as one of the largest employers in Lee County with nearly 400 employees and by its support of many local agencies through charitable giving, volunteerism and
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: Thursday, November 28, 2013