COLUMBUS, Ohio, March 13, 2018 /PRNewswire/ -- Alliance
Data's card services business, a provider of market-leading private
label, co-brand, and business card programs, has received
BenchmarkPortal's "Center of Excellence" certification for the
13th time
http://www.benchmarkportal.com/call-center-certification/call-center-certification,
a record for the financial services/credit category, demonstrating
Alliance Data's commitment to unsurpassed customer care for its
brand partners and their cardmembers.
"With more than 6,400 associates in our eight U.S.-based
customer care centers who serve as an extension of our partners'
brands through every interaction, Alliance Data takes enormous
pride in the exceptional quality of service that we deliver to our
cardmembers," said Sallie Komitor,
chief services officer for Alliance Data's card services business.
"These achievements, which stand out in the financial services and
credit industry, are the result of focused training, innovative
tools, and genuine compassion, and they demonstrate our commitment
to creating positive customer experiences that foster a deeper
relationship between the customer and the brand."
BenchmarkPortal's "Center of Excellence" certification is
presented to the top 10 percent of all customer care centers based
on quality, cost, efficiency, effectiveness, and overall
performance. This information is gathered from the world's largest
database of objective and quantitative data and is then analyzed by
researchers at BenchmarkPortal. BenchmarkPortal's Top Contact
Centers Award, which is recognized as the premier contact center
ranking, measures call centers on actual performance metrics of
efficiency and effectiveness against the world's largest contact
center database.
These results, based on BenchmarkPortal's methodology, which
monitors 41 unique metrics indicative of overall customer care
center performance, demonstrate the importance Alliance Data places
on a great customer experience. By continually investing in its
associates and focusing on creating an environment of collaboration
with its brand partners, Alliance Data continues to improve metrics
and excel in key areas, including first call resolution, customer
satisfaction, and the speed at which calls are answered.
KEY RESULTS:
- High caller satisfaction: Customers calling into
Alliance Data customer care centers experience a resolution with
one call 3% more often than the industry average.
- Best-in-class customer experience: Customers express a
7% higher level of satisfaction when calling into an Alliance Data
customer care center and calls are answered 33% faster.
"Alliance Data's contact center operation is among the best of
its size in the industry. This award was granted on the basis of
objective, metrics-driven performance. Alliance Data stood tall
against its competitors according to the world's largest database
of contact center metrics. This is not easy to do, and we
congratulate them on their accomplishment," said Bruce Belfiore, chief executive officer of
BenchmarkPortal. "Ranking in the Top Contact Centers Contest
attests to the fact that Alliance Data's management and employees
have successfully balanced efficiency and effectiveness in their
operations."
BenchmarkPortal began in 1995 and is an internationally
recognized leader in the contact center industry, providing
benchmarking, certification, training, consulting and industry
reports, and maintains the world's largest call center metrics
database.
About Alliance Data's card services business
Based in
Columbus, Ohio, Alliance Data's
card services business develops market-leading private label,
co-brand, and business credit card programs for many of the world's
most recognizable brands. Through our branded credit programs, we
help build more profitable relationships between our partners and
their cardmembers, and drive lasting
loyalty.
Using the industry's most comprehensive and predictive data set,
advanced analytics, and broad-reaching capabilities, Alliance
Data's card services business has been helping partners increase
sales and provide greater value to their cardmembers since 1986. We
are proud to be part of the Alliance Data enterprise (NYSE: ADS),
an S&P 500 company headquartered in Plano, Texas. To learn more, visit
KnowMoreSellMore.com, follow us on Twitter @Know_SellMore, and
connect with us on LinkedIn at Alliance Data card services.
About BenchmarkPortal
BenchmarkPortal's activities
began in 1995, and it is now a global leader in the contact center
industry, providing benchmarking, certification, training,
consulting and research. The BenchmarkPortal team of professionals
has gained international recognition for its innovative approach to
best practices for contact centers. BenchmarkPortal hosts the
world's largest database of contact center metrics, which is
constantly being refreshed with new data. BenchmarkPortal's mission
is to provide contact center managers with the tools and
information that will help them optimize their efficiency and
effectiveness in their customer communications. For more
information, please call 1-800-214-8929 or visit
www.BenchmarkPortal.com.
About "Center of Excellence" Certification
Contact
centers and their managers who wish to implement best practices and
obtain world-class performance in their industry have a unique
opportunity to certify their call centers. BenchmarkPortal's
rigorous certification process has the advantage of referencing all
performance goals to their best practice database of thousands of
contact centers. Please follow the link to discover what the steps
to certification are and how they will improve your center's
performance. www.benchmarkportal.com/call-center-certification.
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SOURCE Alliance Data