LCEC was recently notified that they have been certified as a Center of Excellence by BenchmarkPortal. There are only six utilities in the nation that have received the designation and LCEC is the only electric cooperative to meet the stringent certification requirements. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.
For several years, the LCEC Contact Center has utilized performance metrics to ensure the best possible service for electric customers. Customer experience is also continually gauged through daily surveys and a corporate scorecard. “Before pursuing this certification we worked very hard to make sure our processes were efficient and our work practices were best-in-class. We are proud of our customer care strategies. Certification auditors said it is rare that a contact center is certified during the first review process,” said Customer Care Senior Supervisor Gary Avin.
Contact Centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
Bruce Belfiore, CEO at BenmarkPortal explains, “A contact center that achieves the Center of Excellence Certification demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center’s customers, employees, and shareholders.”
About Center of Excellence Certification: Contact centers and their managers who wish to implement best practices and attain world-class performance in their industry have a unique opportunity to certify their call centers. BenchmarkPortal’s rigorous certification process has the advantage of referencing all performance goals to their best practice database of thousands of contact centers. Thus, contact centers are held to performance levels that will improve their competitive position, not just force them to adhere to an arbitrary standard. www.benchmarkportal.com/call-center-certification
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