Posted by Tim Phelps
Feb 9, 2015 6:01:00 AM
Company achieves service excellence award for the third time.
Atlanta – February 9, 2015 – Birch Communications, Inc., (“Birch”) a leading technology service provider of IP-based communications, broadband, cloud and IT services to small, mid-sized, enterprise and wholesale businesses, today announced it has for the third time been certified as a “Center of Excellence” by BenchmarkPortal for 2014. The “Center of Excellence” recognition is one of the most prestigious awards in the customer service and support industry.
The company attributes this success to its relentless focus on the customer. “At Birch, our customers are our most valuable asset and we are pleased to be recognized for this achievement,” said Vincent M. Oddo, Birch’s President and CEO, “Delivering exceptional Customer Service is our company’s core competence and it’s the primary reason customers come to Birch and stay with Birch.”
In addition, Oddo said “This award is even more gratifying knowing that we recently closed an offshore call center that we inherited from a previous acquisition and repatriated over 75 jobs from the Philippines to the United States. This move benefited our customers in the form of enhanced customer service interactions and greater satisfaction with Birch’s products and services. We couldn’t be more excited about the continued strategic growth of our customer care call centers which are now entirely based in the United States.”
“We are ecstatic to receive the ‘Center of Excellence’ certification for the third time. Our Customer Care teams around the nation aspire daily to provide superior service to our customers,” said Kristen Ritchie, Vice President of Customer Care for Birch. Contact Centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
“Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry. It demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are Birch’s customers, employees and stakeholders.”
About Center of Excellence Certification
Contact centers and their managers who wish to implement best practices and attain 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 center’s 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, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. 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 800-214-8929 or visit benchmarkportal.com.
About Birch Communications
Birch Communications, Inc. is a leading technology service provider of IP-based communications, broadband, cloud and IT services to small, mid-sized, enterprise and wholesale businesses. Our services comprise voice, network, cloud and IT services in all 50 U.S. states, Washington DC, Canada and Puerto Rico. For more information, visit birch.com.
Director of Marketing Communications
Birch Communications, Inc.