CRM Directory - Broadview Networks Customer Care Centers Receive Center of Excellence Distinction

Broadview Networks Customer Care Centers Receive Center of Excellence Distinction

Posted by Don Panek - CRMDirectory Editor

Broadview Networks Customer Care Centers Receive Center of Excellence Distinction

Certification Awarded for Effectiveness and Efficiency in Interacting with Customers RYE BROOK, NY—July 17, 2006-- Broadview Networks, a leading facilities-based communications provider in the Northeast, has again earned certification as a Center of Excellence by BenchmarkPortal, in conjunction with the Center for Customer-Driven Quality at Purdue University. Broadview Networks has maintained certification since 2004, when it first received the award.Broadview Networks attained certification on the basis of objective, quantitative data, which was audited and validated by researchers from BenchmarkPortal. Broadview Networks underwent a rigorous audit that benchmarked its call centers against the best practices of comparable centers, drawn from the world’s largest database of call center performance information. Auditors measured numerous metrics including the percentage of calls satisfactorily handled on the first call, average speed of answer, average length of call, and number of hours employees spend in training.“Broadview Networks has successfully focused their organization of people, processes, and technology to consistently deliver the superior performance levels that we require to be among the top ten percent of call centers evaluated,” said Dr. Jon Anton, Director of Research for BenchmarkPortal. “By optimizing their ability to satisfy customers and their cost components, Broadview Networks exemplifies best practices in a very important and competitive sector.”“To consistently maintain this certification since 2004 demonstrates our ability to balance our commitment to world class service excellence while maintaining a cost effective service strategy,” said Joe Mangiaracina, Senior Vice President of Customer Relationship Management for Broadview Networks. “We are very proud of our employees. We instill a CustomerFirst approach in our entire staff and attaining certification is a testament to their everyday efforts, and is truly a company-wide accomplishment.”At Broadview Networks, customers receive a primary point of contact for all services and are supported by an online e-care center that enables customers to manage their own account anytime from anywhere. From front-line customer service to back-office operations, Broadview Networks offers the technology and commitment to satisfaction necessary to help customer’s succeed.