HealthPlanHealthCare_Aspect

In small call centers this may be a portion of one

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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.

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