Alliance Data Ranks Among BenchmarkPortal's Top Contact Centers And Receives The "Center of Excellence" Certification For An Industry-leading 13th Time
Recognition demonstrates continued distinction in superior customer service, commitment to building strong relationships between customers and the brands they love
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.
SOURCE Alliance Data
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