Birch Customer Service Department is again recognized as an industry leader
Macon, Ga. – April 18, 2013 – Birch Communications, Inc., a leading IP-based telecom and managed services provider to small- and medium-sized businesses, announced today it has earned the Top 100 Call Center award for 2013 from BenchmarkPortal. The Top 100 competition compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers. Entries are all cross-checked, validated and approved by certified call center experts, and the resulting submissions are scored on the basis of both quality and cost efficiency.
“It is an honor for us to be compared to peers, and ranked as highly as we are for this award,” noted Chris Aversano, executive vice-president and COO of Birch. “Our call center employees answer most calls within 60 seconds or less. We strive to provide more to our customers than they will receive if they contact any other phone company. Our company slogan is ‘At Your Service,’ and at Birch, we mean it.”
The Top 100 contest grouped submissions into three categories according to size for this awards program. Each center was compared with its own industry and assigned numerical ratings. As a result, Birch Communications’ call center was determined to be one of the highest rated performers in North America.
“Birch Communications’ contact center is among the best in its industry. This award was granted on the basis of objective, metrics-driven performance. Birch stood tall against its competitors according to the world’s largest database of call center metrics. This is not easy to do, and we congratulate them on their accomplishment,” said Bruce Belfiore, CEO of BenchmarkPortal.
In February this year, Birch Customer Service was certified as a Center of Excellence by BenchmarkPortal.
About Birch Communications
Headquartered in Atlanta, Ga., Birch Communications provides managed communications and information technology services to a target market of small and medium-sized businesses in select metropolitan areas within 39 states across the United States. Birch services include local and long distance voice, broadband Internet access, T1, PRI, bonded T1, mobile voice and data, e-mail, voicemail, prepaid, and many other communications and information technology services. Birch voice and data 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.
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 on BenchmarkPortal please call 1-800-214-8929 or visit BenchmarkPortal.com.
Birch Communications Media Contact:
Laura Wagner, Manager, Marketing