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Center Partners is Recognized as Certified Call Center Outsourcer

By Amanda Ciccatelli, TMCnet Web Editor

Since customers play an integral role in the success of any business, it is important to gain their loyalty by providing above average services. With the current economic conditions slowly improving, customers are unwilling to spend more than the bare necessities, so business have to invest in call center services that go above and beyond customer expectations.

When it comes to providing high quality services, a business must make the choice between in-house or call center outsourcing. In-house operations are more costly and are used by larger corporations, but outsourcing is becoming popular for businesses of absolutely any size.

Recently, Center Partners’ Financial Services practice achieved certification from J.D. Power and Associates in the Certified Call Center Program for Outsourcers. The program launched in 2012, and Center Partners completed the program, evaluating customer satisfaction with call centers and increasing efficiency and effectiveness by implementing and updating practices.

“The J.D. Power and Associates standard fits us well,” David Geiger, CEO for Center Partners, said in a statement. “Maintaining high levels of customer satisfaction while handling a variety of call types for top brands in complex industries requires a simple philosophy. We ask ourselves two fundamental questions about every customer interaction: ‘Did we provide a world-class customer experience?’ and ‘Did we do what our client pays us to do?’ ”

Back in 2010, Center Partners journey to certification began when Arlo Pannell, account director for Financial Services, became involved with the process from its start. After witnessing one of its Financial Services clients become certified at a Customer Satisfaction event, Center Partners decided it wanted to also achieve the J.D. Power standard, especially since the organization is responsible to represent its clients’ products with integrity as well as deliver on its promise of a quality customer experience.

“We’ve spent the past two years testing, implementing, and validating practices that create a positive environment for employees and facilitate customer advocacy,” explained Pannell.

Almost a decade ago, J.D. Power and Associates launched the Call Center Certification Program, but 2012 marked the first year for the Certified Call Center Program for Outsourcers.

“Our employees absolutely enjoy being part of this experience,” Andrew Miller (News - Alert), vice president of operations at Center Partners said. “They’re empowered and encouraged to provide solutions rather than merely achieve a metric. This focus on outcomes leads to happier employees, and far more satisfied client customers.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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