The "Center of Excellence" certification is based on a contact center's ability to exceed rigorously validated, objective performance metrics compared to its industry peer group. Only the top ten percent of contact centers that apply for certification have earned this designation.
"This designation is especially rewarding for Sauder because it validates our company´s effort to continually amaze our customer with unmatched quality and service," said Jacqueline Schnitkey, Sauder manager of customer service. "We are proud of the dedication of our phone reps to consistently go above and beyond delivering exceptional service to our customers."
To earn the Center of Excellence designation, the Sauder call center passed audits by independent researchers. Key criteria included customer satisfaction, service level standards, process management, leadership, employee training and operational efficiency. These measures were evaluated via live call monitoring, evaluation of performance metrics, conducting team surveys and contacting Sauder customers for direct feedback.
Dr. Jon Anton, Founder of Purdue University's Center for Customer-Driven Quality stated, "The certification of Sauder is a direct result of its leadership´s commitment to balancing cost-effective service solutions with best-in-class service performance. It is an achievement of distinction."
Located in Archbold, Ohio, Sauder Woodworking is the nation´s leading manufacturer of ready-to-assemble furniture and the sixth largest residential furniture manufacturer in the nation. Its customer service call center fields 1500 calls per day and comprises over 30 phone reps and technicians assisting customers with assembly, replacement parts, and locating product.
Sauder subsidiaries include Studio RTA, an importer and distributor of home office, entertainment, art and hobby RTA furniture; Progressive Furniture Inc., a manufacturer and importer of traditional solid wood, veneered and laminate furniture; and Sauder Manufacturing Company, a leader in church and institutional seating. For more information on Sauder, visit their Web site at www.sauder.com or contact: Jacqueline Schnitkey, 419/446-3404
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. In 2005, BenchmarkPortal, Inc. received U.S. Patent #6,877,034 for its unique methodology of contact center performance benchmarking through metric gap analysis. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com.
For additional information contact:
Susan Hampton
Corporate Communications
BenchmarkPortal, Inc.
(805) 614-0123 ext. 36
SusanHampton[at]BenchmarkPortal.com