News : Proctor Financial, Inc. Achieves Certification from BenchmarkPortal
Los Angeles, CA, Dec 5, 2013 -- The Proctor Financial, Inc. customer contact center 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. "It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence."
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. "By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important consumer sector. Proctor Financial, Inc. has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Proctor Financial, Inc. is, indeed, among the best in its industry. I congratulate Proctor Financial, Inc. on a job well done.
Posted by Veronica Silva Cusi, news correspondent
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About Proctor Financial, Inc.:
Proctor Financial, Inc., headquartered in Troy, Michigan, is a wholly-owned subsidiary of Brown & Brown, Inc., ranked by Business Insurance magazine as the United States' seventh largest independent insurance intermediary. Proctor Financial is considered one of the pioneers of lender-placed insurance.
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: Friday, December 6, 2013