OEConnection's Customer Care Team Earns BenchmarkPortal Certification
OEConnection announced recently that its Customer Care center has been awarded the prestigious BenchmarkPortal certification, given in conjunction with the Center for Customer.Driven Quality at Purdue University. BenchmarkPortal is a source for Customer Relation Management (CRM) best practices information for call centers worldwide. This recognition means that OEConnection's call center now qualifies as a "Certified Center of Excellence" offering world.class customer service.
The certification is based on best.practice metrics drawn from the world's largest database of call center information. Centers that attain certification do so on the basis of objective, quantitative data, which is audited and validated by researchers from BenchmarkPortal and the Center for Customer- Driven Quality. "The achievement of the Center of Excellence Certification from Purdue University's Center for Customer-Driven Quality represents a contact center's commitment to delivering customer service that is both effective and efficient", said Dr. Jon Anton of Purdue University's Center for Customer.Driven Quality.
OEConnection's certification was awarded following a rigorous audit that benchmarked its call center against the best practices of comparable centers. Auditors measured a variety of metrics including: average speed of answer, percentage of calls satisfactorily handled on the first call, average length of call, and the number of hours new customer service agents spend in training. In addition, they interviewed all of OEConnection's Customer Care Representatives regarding their work environment and the call center's culture and philosophy. When measured against the more than 55,000 companies in the BenchmarkPortal database, OEConnection scored in the top 3-5 percent in terms of efficiency and effectiveness.
Of this recognition, the company's President & CEO, Charles Rotuno, said, "Our goal is to deliver world-class service to our customers. We chose to pursue the prestigious BenchmarkPortal certification so that we would be held to the highest possible standards in the industry. Achieving the certification -- and scoring in the top 5 percent of companies in BenchmarkPortal's database -- is a great honor."
About BenchmarkPortal
BenchmarkPortal is the custodian of the Purdue
University Center for Customer.Driven Quality database of contact center
metrics, the largest in the world. It provides reports, products and
services for contact centers in the areas of operational metrics, customer
satisfaction measurement and agent satisfaction measurement.
About OEConnection LLC
OEConnection is a provider of web-based
technology solutions for automakers, their affiliated dealers, and others
in the automotive parts business. Serving over 15,000 dealerships,
collision repairers, fleets and repair shops, OEConnection provides the
industry's largest ecommerce parts exchange and analysis tools enabling
users to better market, manage and purchase original equipment parts.
Depended on for over 4.5 million parts decisions monthly, OEConnection
solutions facilitate an estimated $8 billion in annual parts trade.
OEConnection is a joint venture created by DaimlerChrysler, Ford Motor
Company, General Motors, and Snap-on Business Solutions. The company is
headquartered in the greater Cleveland area at 4205 Highlander Parkway,
Richfield, OH, 44286. For more information visit
www.OEConnection.com
SOURCE: OEConnection LLC