Unformatted text preview: pect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. CHAPTER 8:
PURDUE UNIVERSITY CALL
CENTER CERTIFICATION Copyright © 101 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Chapter 8: Purdue University Call Center Certification I ntroduction to Cert i fication
As the customer service call center has become the most vital interface between a
company and its customers, it has become critical that the call handling process be
conducted both effectively and efficiently. Many companies now want a “third party”
opinion regarding how well their call center is functioning in its strategic role of getting,
keeping, and growing customers. This business need to rate the performance of a
company’s mission-critical call center has lead to call center certification.
Call center managers who wish to implement best practices and attain world-class
performance in their industry can call upon us to certify their call centers. Our rigorous
certification process has the advantage of referencing all performance goals to our best
practice database of thousands of call centers. Thus, you will be held to performance
levels that will improve your competitive position, not just force you to adhere to an
arbitrary standard. This makes our certification process management’s best path to a
Center of Quality. Our certification program is unique in the world as it sets performance
standards according to peer group best practices. The statistics are determined through
continuous processing of thousands of performance metrics stored in our data warehouse,
which is the largest in the world.
Certification is performed either directly by us, or else by an independent consultant who
has completed a special training class offered through the Center for Customer-Driven
Quality at Purdue University and who has passed the Call Center Certification Auditor
Examination. H ow the Purdue University Call Center Certification is Unique
Purdue University’s Center for Customer-Driven Quality, through its business partner
BenchmarkPortal, manages a data warehouse of call center best practice statistics on
thousands of call centers in 24 industry segments. These performance data are kept
current and accurate, and are used by call center professionals worldwide to establish
goals for best practice call center performance.
Our call center certification process is unique in the following ways:
• Our certification process is based strictly on a quantitative approach, as compared
to a qualitative approach where most performance issues depend largely upon the
judgment of a trained auditor. • Our certification process begins with a thorough statistical comparison between
the call center striving to be certified and a “peer group” of similar call centers in
the same industry sector. • Our certification process is based on a “balanced score-...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.
- Fall '08