Birch Communications, a provider of business focused communications, cloud and managed services, has won a Top 50 placement in the Top 100 Small Call Center competition for 2014 from BenchmarkPortal. Birch Communications was awarded the Top 50 placement after evaluating key metrics against industry peers.
“This year it is an honor to move up to the Top 50, in a thorough comparison with our peers,” noted Chris Aversano, executive vice-president and COO of Birch. “At Birch, our customer care teams strive to provide faster and better service to our customers than they would receive if they contacted any of our competitors. Our call center staff answers most calls within 60 seconds, or less, achieving a prestigious 80 percent service level. Our company tag line is ‘At Your Service,’ and at Birch, we really mean it.”
Birch Communications provides IP-based communications, cloud and managed services to businesses in all 50-states, the District of Columbia, Canada and Puerto Rico. Birch services include: voice, broadband, Internet access, hosted services, managed services, wireless voice, wireless data and many other communications, cloud and managed services. Voice and broadband services are, in most cases, delivered using the Birch secure IP-network.
In April, Birch Customer Service Department won the Certification as a Center of Excellence from BenchmarkPortal. As part of the call center certification process, Birch Customer Service Department underwent a rigorous benchmarking process that compared its operational metrics to those of its peers using BenchmarkPortal’s database, which is considered the largest database of contact center metrics. A group of experts from BenchmarkPortal audited and verified key data from the contact center applying for the certification.
BenchmarkPortal call center certification process assesses the efficiency of a call center based on a number of criteria such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources.
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