Benchmark Portal Press Release Jan 20 2009-final

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Contact: Kyle McChesney 330-523-1847 Fax [phone] OEConnection Customer Care Center Receives Benchmark Portal Certification for Second Year Local Technology Company Delivers World-Class Customer Service RICHFIELD, OH - (January 20, 2009) − OEConnection announced today that its Customer Care organization has earned the prestigious “Center of Excellence” certification from BenchmarkPortal and the Center for Customer-Driven Quality at N Purdue University for the second consecutive year. This recognition means that OEConnection’s call center is among the top ten percent of more than 20,000 call E centers evaluated and now qualifies as offering world-class customer service. This certification was accomplished after a rigorous review by BenchmarkPortal, repository of the world’s largest database of call center performance metrics and Wrenowned authorities in the field of call center operations and management. S To earn the Center Of Excellence designation, call centers must meet objective, quantitative criteria and pass audits by researchers from BenchmarkPortal and the Center for Customer-Driven Quality. Auditors measured a variety of metrics including: average speed of answer, percentage of calls satisfactorily handled on R 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 E OEConnection’s Customer Care Representatives ...

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• management
• managers

Informations

• Publié par: Uproi
• Nombre de lectures: 11
• Langue: English

Extrait

Contact:

Kyle McChesney

330-523-1847

Fax [phone]

4205 Highlander Parkway

Ph. 1.888.776.5792

Richfield, Ohio 44286

www.OEConnection.com

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OEConnection Customer Care Center Receives Benchmark

Portal Certification for Second Year

Local Technology Company Delivers World-Class Customer Service

RICHFIELD, OH - (January 20, 2009)

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OEConnection announced today that its

Customer Care organization has earned the prestigious “Center of Excellence”

certification from BenchmarkPortal and the Center for Customer-Driven Quality at

Purdue University for the second consecutive year.

This recognition means that

OEConnection’s call center is among the top ten percent of more than 20,000 call

centers evaluated and now qualifies as offering world-class customer service.

This

certification was accomplished after a rigorous review by BenchmarkPortal,

repository of the world’s largest database of call center performance metrics and

renowned authorities in the field of call center operations and management.

To earn the Center Of Excellence designation, call centers must meet objective,

quantitative criteria and pass audits by researchers from BenchmarkPortal and the

Center for Customer-Driven Quality.

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.

“A contact center that seeks and achieves the Center of Excellence Certification

from Purdue University’s Center for Customer-Driven Quality demonstrates a

remarkable commitment to service excellence.

The obvious beneficiaries of this

commitment are the center’s customers, employees, and shareholders,” said Dr.

Jon Anton of Purdue University's Center for Customer

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Driven Quality.

“Certification is such a distinction because it is based on best-practice metrics

drawn from the Purdue University Center for Customer-Driven Quality database of

contact center metrics, the largest in the world,” he adds.

Of this recognition, the company’s President & CEO, Charles Rotuno, said, "We’re

especially proud to be a two-time recipient of this prestigious certification.

It

attests to the fact that we remain committed to providing world class service to

our customers in an effective and efficient manner.

This certification validates the

results of our customer satisfaction surveys that consistently demonstrate an

overwhelming majority of customers pleased with their experience with our

Customer Care team.”

Contact:

Kyle McChesney

330-523-1847

Fax [phone]

4205 Highlander Parkway

Ph. 1.888.776.5792

Richfield, Ohio 44286

www.OEConnection.com

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About BenchmarkPortal:

BenchmarkPortal is the custodian of the Purdue

University Center for Customer

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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 the leading Online Parts & Service

Exchange in the automotive industry, serving over 17,000 dealerships, collision

repair facilities, fleets, tire distributors and automakers.

Customers use

OEConnection products nearly 5 million times each month to market, manage, and

purchase original equipment parts, facilitating an estimated $12 billion in annual

replacement parts trade.

OEConnection is a joint venture created by Chrysler,

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

or call 888-776-5792.

4205 Highlander Parkway • Richfield, Ohio 44286 • www.OEConnection.com •

888-776-5792

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