Sauder Earns Call Center Award

December 14, 2009  by in UnCategorized   

By Home Furnishings Business in on December 15, 2009 Ready-to-assemble furniture manufacturer Sauder Woodworking Co., Archbold, Ohio, announced Monday that its consumer services call center has earned the prestigious BenchmarkPortal certification--an award given in conjunction with the Center for Customerˆ’Driven Quality located at Purdue University--for the fifth consecutive year.

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. 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.  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 consumer services. "We are proud of the dedication of our staff to consistently go above and beyond delivering exceptional service to our customers."

"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," said Jon Anton, founder of Purdue University's Center for Customer-Driven Quality. "It is an achievement of distinction."