Please review this collection of our client testimonials. They represent only a few of our many satisfied clients. We hope that these insights into our wonderful experiences with our customers will help make your decision a little easier when choosing to improve your call center!
View BenchmarkPortal Testimonials
View College of Call Center Excellence Testimonials
BenchmarkPortal
Certified Centers of Excellence
"The certification process is well worth the time and effort. Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. Our call center staff was energized by earning the Center of Excellence Certification. We all take a great deal of pride in this accomplishment and are eager to keep improving our customer service experiences."
John Harcourt, 2nd VP Client Servicing and Operations, Allied Solutions
"In 2006, the University of Ottawa Computing Help Centre was distinguished « Center of Excellence » from the Center of Customer-Driven Quality. At the time we believed our team was highly successful: our team was highly motivated, our interactions solved on first contact were high and customer opinion was also very good. We believed that we were doing the right things at the right time. Benchmarking with Benchmark Portal was instrumental in providing us with important indicators of our performance and providing us with a portrait of the challenge before us; our scorecard could not have been more credible. This process can influence change positively.
The Computing Help Centre was recognized in 2006 as having achieved the optimal balance between efficiency and effectiveness in its operations. Receiving this certification meant recognition for our commitment especially for the team’s remarkable work and dedication to service excellence as well as recognition to our partners who actively supported us in delivering customer support. Having a representative from Purdue University/Benchmark Portal deliver our award right here on campus was a celebration for everyone involved. We were indeed proud to share this moment."
Chantal St-Onge, Assistant Director, Student Accounts,Financial Services, University of Ottawa
"For anyone who is considering an Onsite Assessment with BenchmarkPortal, I would say to do so. The thoroughness and depth of the process was superb and the Certified Auditor was impressive. She captured the culture of our call center and of our College. We learned a lot in the process and the auditor offered substantial & tangible feedback on our overall operation. In addition, BenchmarkPortal is backed by the database and methodologies originally developed at Purdue, which made all recommendations more credible."
Linda Barthelus, Director, College Call Center, Northern Virginia Community College
"The Center of Excellence Program is more than just winning an award. It is a process designed to highlight gaps and opportunities within the Service and Support area of the company, much like a blueprint for success. Adding value to our support partnerships and raising the level of customer satisfaction, that is ultimately what the program is about."
Brian Wrage, Director, Technical Support & Technology Systems, Canon USA, Inc.
"We are extremely pleased by these outstanding results, as recognized by such respected groups as BenchmarkPortal and the Center for Customer-Driven Quality."
Ivan Szeftel, President, Retail Services for Alliance Data Systems
"This honor resulted from Service First's ongoing commitment to operational improvements that enable better service for our customers. The Center for Customer-Driven Quality and BenchmarkPortal, have recognized that we are re-engineering customer service in the pharmaceutical industry."
Pat Blake, President of Customer Operations for McKesson Pharmaceutical
"This certification demonstrates the teams have achieved excellence toward measurable best practices standards, trained our people to optimize their skills in support of best practices, and maintained those standards over time."
Michele Crocker, Vice President Distributor Services, Herbalife
"This unique certification award validates Sento's effort and dedication to providing best-in-class solutions to all of our corporate clients."
Patrick F. O'Neal, President and Chief Executive Officer of Sento
"This continued and intensified focus on service quality assures that our company is delivering the best customer service possible. Being named a 'Center Of Excellence' is just a great honor. It is especially gratifying to have earned this certification in 2003, the busiest year ever for the mortgage banking industry."
Jack Case, NCM Executive Vice President, Loan Administration
"It is especially meaningful to be able to celebrate this year's national Customer Service Week knowing we have achieved this lofty goal, and we thank our frontline representatives for the important work they do all year."
Bill Hamilton, Vice President of Customer service for FPL
"Delivering the highest quality service to our Clients and their Customers, Members, and Donors has been a hallmark of AB&C since the company was founded more than 31 years ago. We are extremely proud that our commitment to service excellence has earned us this distinguished designation from the nation's most respected independent call center assessment organization."
R. Michael O'Hara, Chairman and CEO, The AB&C Group
"Our goal is to deliver 'gold-standard' service to customers. This distinguished certification tells us we are achieving that and it underscores the results of our annual subscriber satisfaction survey that shows an overwhelming majority of respondents pleased with their call center contact."
Dr. Thomas J. Fleszar, President and CEO of the Delta Dental Plans of Michigan, Ohio and Indiana
"The role we play in delivering service to our clients is one of the most important things we do as a Firm. Striving for service excellence and exceeding our client expectations balanced with cost effective strategies are the cornerstones for driving the evolution of the World Class Service Culture at Merrill Lynch".
Judy Nelson, First Vice President of Merrill Lynch Global Private Client Services and Technology
"We are delighted to have earned this prestigious award, delivering world-class service to our customers and exceeding their expectations is the cornerstone of our business. Receiving this certification confirms our long-standing commitment to successfully balancing efficiency and effectiveness in our call center operations."
Stephen N. Joffe, Chairman and Chief Executive Officer of LCA-Vision
The College of Call Center Excellence
Call Center Campus
"Thank you for inviting us and allowing us to share a little of our story. The whole week was a great, each of us took away something from the training and networking event. We look forward to attending Call Center Campus again."
Matt Conant, Director Customer Experience, PLATO Learning
Quality Assurance Certification Workshop
"This is a very good course for beginners and experienced quality assurance professionals. It reinforces and re-orients individuals to the basic fundamentals that must be in place as well as additional options, ideas, tools and methods to consider employing. Thanks again for a very informative and interactive training session. I Really enjoyed it and found it very helpful with some of the changes we are in the midst of making in our program."
Mindy Lamb, Call Quality Director, Cigna
"I attended BenchmarkPortal's training at Purdue University in 1997 as a manager of a utility call center. It was excellenct! Given the opportunity to attend again in 2012 (15 years later), I seized the opportunity. It was excellent again!"
Judy Blair, Director, Dayton Power & Light
"Being in class with QA professionals from other companies and learning from their best practices was very beneficial."
Esa Jones, Growth Specialist, Citizens Energy Group
"This training far exceeded my expectations. I am a visual learner. I like the interaction and hands on experience. The trainer was really engaged and cared about the growth of our positions and what we will gather from this program and take back to our employees."
Call Center Campus Attendee - Video Testimonial
"One thing that I will remember is that the participation was absolutely phenomenal in this class. The style of learning was participation and hands on. I learned from the teacher and from the participants in the group."
Call Center Campus Attendee - Video Testimonial
"We are very pleased with the training based on the feedback from Leanne regarding the first 2 sessions she had last week. We are expecting that she will have a lot of learning which she can apply to her projects as the QA Supervisor of our team."
Lorena C. Biclar | Assistant Manager-Customer Service | Power Transmission Solutions, Emerson Industrial Automation
"This workshop gave me a variety of best practices and ideas that I can take back to my company to improve our processes."
Quality Assurance Live Online Attendee
"This course provided my company with valuable insight in how to better our service."
José R. Moran Callmax Domincana
Call Center Workforce Management Certification Workshop
"Great overview on all aspects of WFM & allowed time for exchanges of ideas for on-site specific questions! Very Good!"
Indianapolis, IN 2012 Course Attendee
Call Center Management Certification Workshop
"Great course! Program material was very thorough, well structured and highly informative. This workshop provided useful examples, proven best practices and training methods that should be implemented by any call center seeking to improve overall performance, agent and customer satisfaction."
Gregory Head, Orlando 2012 Course Attendee
"This workshop definitely met my expectations. It helped me change my thought pattern about what tools we want to invest in, in terms of technology. I am now going to re-direct dollars in a different way after consulting about where the future is going now."
Call Center Campus Attendee - Video Testimonial
"A lot of networking, very personal and small classroom size. The instructor allowed us to ask a lot of questions and see what other call center managers in our industry are doing. The training was great, very comfortable, very relaxed and very enjoyable."
Call Center Campus Attendee - Video Testimonial
"Very Educational. We have a lot of action items to bring back!"
"Even the most seasoned call center manager would be stimulated by content."
Orlando 2012 Course Attendees
The College of Call Center Excellence provided excellent content on a wide variety of Call Center topics that was extremely relevant and immediately applicable to my operation. The interaction with other call center professionals was an invaluable aspect of the learning environment. I came back to my job energized and with clear tools for making improvements to my center."
Noel Allen, Director of Customer Service, Williamson-Dickie Mfg. Co.
"Once again thanks for an outstanding program, many new ideas to share with my colleagues."
George Richardson, Wright Express
"I wanted to thank you for a great class last week. The class exceeded my expectations. I returned to work today feeling very motivated and armed with some new skills and knowledge to make a difference here at Forethought."
Shelia Merkel, Manager, Client Services Forethought Financial
"The Call Center Manager Certification class was one of the most engaging classes I have had the privilege to attend. The facilitator for the class created an environment which allowed for an exchange of ideas mixed in with industry best practices. Even though I am an experienced Contact Center Manager, I was able to find value in the material and the class interaction. I would highly recommend this course!"
Mark A. Brody, Assistant Manager, DPRV, TG
"I recently completed call center management certification in Altanta, GA earlier this month. The ideas and take aways I left with were great! Dru did an excellent job leading our class through our training sessions while also providing effective examples relating to the subject matter from her years of experience. I have already benefited from this certification and I will be staying in touch with my classmates too."
Michael Jordan, Metro Credit Union
"The American Medical Association Unified Service Center management team participated in The College of Call Center Excellence Leadership Certification Program. The content was challenging, well organized, and relevant. The program inspired a cross-pollination of good ideas across a diverse group of call center managers."
Gloria Gupta, Director Service, American Medical Association
"I would highly recommend the AT&T College of Call Center Excellence classes, even to people who have experience in call centers. They actually get more out of it - not only because of exchange of ideas, but because there's a good mix of people in the class."
Joanna Terlecka-Bos, Operations Manager, M&I BankCard Services
"Since attending AT&T College of Call Center Excellence classes, we have implemented several key changes to improve our operations," Lopez says. In the scheduling area, Banco Santander now uses call center capacity software to justify headcount and schedule agents more efficiently. In addition, the company has developed a more appropriate set of metrics to set and track objectives. The four-day class is user-friendly, practical, and gives you the knowledge to be a leader in customer retention and market share. As for the critical area of satisfaction measurement and tracking, Lopez says, "New caller contact reporting methods have been devised that have justified all the changes made, and our call center data is now seen as valuable information related to customer satisfaction and loyalty."
Rafael Lopez, Director of Customer Services for Banco Santander Puerto Rico
"The college's curriculum addresses a variety of topics, from effective capacity planning and forecasting call loads to resource management, recruiting, training and motivating and retaining a first-class team of agents. Many successful businesses recognize that call centers need to be managed as a strategic business tool that delivers competitive advantage. AT&T has enhanced and expanded the curriculum to explore and address current, real-world issues such as improving process measurements and re-engineering management."
Dr Jon Anton, Purdue University
"AT&T College of Call Center Excellence classes were extremely well done and helpful. The material was presented well and was very useful and relevant. I look forward to attending future sessions."
Stephanie Kennedy, Gage Marketing Group
"Quantum Corporation places a great deal of emphasis and importance on our most valued asset, our customers. To further increase our customer satisfaction and keep our Customer Service call center operation on the cutting edge, we are using the valuable concepts, technologies, tools and ideas that were presented in the AT&T College of Call Center Excellence program. I would recommend these courses to any person who is interested in improving his or her call center operations."
Bruce Shadmehri, Technical and Business Support Manager, Quantum Corporation
"I have attended nine call center training classes. AT&T's College of Call Center Excellence program was by far the most useful training I have ever taken. It is run in a professional manner by people who have actually done the job. If you are looking for the best all around training for your contact center management team this is number one hands down."
Comet Brower, Contact Center Manager, SafeHarbor.com
