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News : Blue Ocean Rated "Excellent" by Purdue Center
Canada January 6, 2010 -- Blue Ocean Contact Centers has been certified as a "Center of Excellence" by the Center for Customer Driven Quality at Purdue University. A database of best practice standards for customer service contact centers is maintained by BenchmarkPortal on behalf of the Center at Purdue.
To be recognized, Blue Ocean passed an on-site audit by representatives from the Customer Driven Quality Center. Measurements include customer satisfaction, efficiency of operations, service level standards, process management and employee training. In addition to interviews with management and a review of data, the assessment includes focus groups with employees and on-site observation. The audit was led by J.R. Hardenburgh, a Certified Call Center Auditor.
"Blue Ocean is an extremely impressive organization, "Mr. Hardenburgh said. "This was my first visit to Halifax and I was very impressed to find a responsive, leading-edge contact center outsourcer here," he stated. "Blue Ocean has a state of the art technology program, well defined processes and an exceptional leadership and employee team."
"I can say with confidence that Blue Ocean is operating on par with the top 10% of all contact centers in the industry, " Mr. Hardenburgh pointed out.
Elizabeth Currie, Blue Ocean’s Chief Operating Officer, credited the entire Blue Ocean team with this recognition. "The people in this organization are exceptional. Their focus on customers and quality is key, not only for this recognition but in the success of our business," she said. "It’s great to have an organization like the Center for Customer Driven Quality at Purdue, who have worked with leading organizations around the world, to recognize what we are doing here every day."
Over 80% of Blue Ocean’s business comes from organizations outside Atlantic Canada, including almost 50% from the United States. Recognition from organizations such as the Center at Purdue add credibility and impact to the Blue Ocean story and particularly to potential clients who may not know the company.
Headquartered in Atlantic Canada, Blue Ocean is a member of CCL Group. The company provides premium inbound customer support and customer service for some of North America’s leading organizations.
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About Blue Ocean Contact Centers:
At Blue Ocean Contact Centers, we’re at the front lines of customer service. We know we play a key role in building brand loyalty for your organization, and we recognize how essential it is to deliver truly comprehensive customer support across all channels.
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, January 7, 2014