Benchmark Portal Press Release Jan 20 2009-final

Benchmark Portal Press Release Jan 20 2009-final

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Contact: Kyle McChesney 330-523-1847 Fax 330-523-1723 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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Contact:
Kyle McChesney
330-523-1847
Fax 330-523-1723
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)
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
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 330-523-1723
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
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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