Egis Projects Canada Contact Center Achieves Its Third Certification as a BenchmarkPortal Center of Excellence
BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the Egis Contact Center by awarding it Certification as a Center of Excellence for the third year in a row. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.
The Egis Projects Canada customer contact center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”
To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world’s largest database of contact center metrics. During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.
Factors (called key performance indicators) such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.
“Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” said Belfiore. "A great contact center operation reflects its management’s passion for balancing the demands of high quality and low costs. Egis has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Egis is, indeed, among the best in its industry. I congratulate Egis on a job well done.”
“Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence, It is an achievement of distinction,” added Belfiore, who has been with the company since 2000.
BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit http://www.BenchmarkPortal.com.
About Egis Projects Canada
Egis Projects Canada operates and maintains the Golden Ears Bridge All-Electronic Tolling system in British Columbia, Canada. In addition to design and maintenance services, the company operates the customer service centre and performs billing, collection and other back office services for the South Coast British Columbia Transportation Authority (TransLink).
Its parent company, Egis Projects, is a global leader in transportation project development and operations, with 25 financial closings achieved and 35 active operating and service contracts in 16 different countries, across Europe, North America, Australia and Asia. Egis Projects is part of the international Egis group, offering engineering, consulting, project structuring and operations services. Its sectors of activity include transport, urban development, building, industry, water, environment and energy. With 12,000 employees, including 7,500 in engineering, and a turnover of $1.2 billion in 2013, the group is present in over 100 countries.
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