ARCHBOLD, Ohio — Sauder Woodworking Co. has received a Center of Excellence certification for its customer support contact center for a ninth consecutive year. 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.
“It is an honor to receive the Center of Excellence certification for the ninth year in a row,” says Jacqueline Schnitkey, Sauder director of consumer services. “At Sauder, we are committed to delivering the best customer service within our industry and continuing to surprise and delight customers with unmatched quality and service. We are extremely proud of our staff members and their ongoing commitment to providing the ultimate in customer service.”
BenchmarkPortal awards the Center of Excellence designation to customer service call centers that rank in the top 10 percent of the call centers surveyed. Centers are judged against a balanced scorecard of metrics for efficiency and effectiveness. Those contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers earn the award.
“Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s database of contact center metrics, which was founded at Purdue University and is the largest in the world,” says Bruce Belfiore, BenchmarkPortal CEO. “This achievement confirms the call center’s ability to deliver service that is efficient and effective.”
Headquartered in Archbold, Ohio, Sauder is a privately held, third-generation, family run business. Sauder is the inventor and leading provider of ready-to-assemble furniture in North America. Sauder subsidiaries include Progressive Furniture Inc., and Sauder Manufacturing Company. Other market segments include Sauder Funeral Products and WoodTrac®.
“It is important to make sure the customer has a positive experience from the time they purchase our furniture through the moment they complete the assembly and place the furniture in their home,” says Kevin Sauder, Sauder president and CEO. “I believe our Ohio-based call center is one of the best in the industry, and this certification is a demonstration of just how committed we are to providing an outstanding experience for our customers.”
Manufactured in America’s heartland for almost 80 years, Sauder Woodworking Co. is the leading North American producer of ready-to-assemble furniture. A family run business based in Archbold, Ohio, Sauder embraces sustainability measures that reuse and recycle more than 98 percent of its solid waste materials. The company currently offers more than 30 furniture collections that enable everyone to experience the joy of affordable style. Follow us on Facebook, Twitter, Pinterest and YouTube. Learn more at Sauder.com.
BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit www.benchmarkportal.com.
Source: Sauder Woodworking Co.
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