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News : Corporate Reimbursement Services Recognized Center of Excellence
Los Angeles, CA, Jan 17, 2014 -- The Corporate Reimbursement Services, Inc. Contact Center has been certified as a Center of Excellence by BenchmarkPortal, a contact center research and consulting organization. "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," said BenchmarkPortal CEO Bruce Belfiore. "Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry. This achievement confirms the call center’s ability to deliver service that is both efficient and effective."
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 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.
"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. CRS has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that CRS is, indeed, among the best in its industry. I congratulate CRS on a job well done."
Posted by Veronica Silva Cusi, news correspondent
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About Corporate Reimbursement Services:
Corporate Reimbursement Services, Inc. (CRS) is a software-as-a-service company offering mobile workforce solutions and consulting services.
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: Monday, January 20, 2014