Customer Care Department is again recognized as a Center of Excellence
Macon, Ga. – March 4, 2013 – Birch Communications, Inc., a leading IP-based telecom and managed services provider to small- and medium-sized businesses, announced today it has once again become certified as a Center of Excellence by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.
“We have said for years that the people in our Birch Customer Service Department offer our customers superior service, with an award-winning attitude,” noted Chris Aversano, executive vice-president and COO of Birch. “This award is formal recognition of something our departments, and all our staff, work daily to achieve.”
Contact Centers achieve the Center of Excellence distinction based on a best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
“We have a tremendous volume of calls come in to our call centers, both in Macon, Georgia and Emporia, Kansas, and we answer most calls in less than a minute. Our customer care specialists work with each customer on their individual concerns and track down any issues until they are completely resolved,” said Tosha Cornali, Director of Customer Care at Birch. “Frequently, Birch customers express their surprise at how much we are willing to do for them; especially compared to experiences they have had with other phone companies. Our company slogan is ‘At Your Service,’ and at Birch, we mean it.”
About Birch Communications
Headquartered in Atlanta, Ga., Birch Communications provides IP-based communications and cloud services to small and medium-sized businesses in select metropolitan areas across 38 states within the United States. Birch services include: local and long distance voice, broadband Internet access, T1, PRI, bonded T1, PRI & DSL, SIP trunking, hosted PBX, wireless voice and data, hosted e-mail & applications, voicemail, and many other communications and cloud services. Birch voice and broadband services are, in most cases, delivered using Voice over Internet Protocol (VoIP) technology on the Company’s secure IP-Network rather than over the public Internet.
According to Inc. 500|5000 magazine in its 2012, 2011, 2010, 2009 and 2004 rankings, Birch was one of the fastest-growing private companies in the United States. In 2010, Birch was also named the 7th fastest growing private business in Atlanta, and in 2011 as one of the Top 100 Private Companies in Atlanta, by the Atlanta Business Chronicle. Please visit www.birch.com for more information.
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. Thus, contact centers will be held to performance levels that will improve their competitive position, not just force them to adhere to an arbitrary standard. Please follow the link to discover what the steps to certification are and how they will improve your centers performance. www.benchmarkportal.com/call-center-certification
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry providing benchmarking, certification, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its expertise and an innovative approach to best practices for the contact center industry and hosts the world’s largest database of contact center metrics. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value. For more information on BenchmarkPortal please call 1-800-214-8929 or visit BenchmarkPortal.com
Birch Communications Media Contact:
Laura Wagner, Manager, Marketing