Astute Solutions Partners with BenchmarkPortal; Benchmarking and Certification Audits Provide Proven Path for Enhancing Contact Center Effectiveness and Efficiency.Business Editors/High-Tech Writers COLUMBUS, Ohio--(BUSINESS WIRE)--April 6, 2004 Astute as·tute adj. Having or showing shrewdness and discernment, especially with respect to one's own concerns. See Synonyms at shrewd. [Latin ast Solutions(R), a leading provider of customer interaction solutions, announced today that it has partnered with BenchmarkPortal. The partnership enables Astute Solutions to offer call center benchmarking and to perform audits that lead to Call Center of Excellence certification, under a Center for Customer-Driven Quality program managed by BenchmarkPortal. BenchmarkPortal, co-founded by Jon Anton, Ph.D., specializes in benchmarking, certification and satisfaction measurement for contact centers. It is affiliated with Purdue University's Center for Customer-Driven Quality. "Benchmarking provides an objective measurement of performance that can identify areas for improvement and reduce barriers to change," said Joseph M. Sanda, president and chief executive officer of Astute Solutions. "The database developed by Purdue University's Center for Customer-Driven Quality and BenchmarkPortal is the most comprehensive anywhere. It is complemented by a thorough audit process designed to enable organizations to achieve Center of Excellence Certification." The Center for Customer-Driven Quality at Purdue University Purdue University (pərdy  `, -d`), main campus at West Lafayette, Ind. has collected call center benchmark data since 1995 and has approximately 20,000 members in its Benchmarking Community. Based on provided metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. , BenchmarkPortal maps call centers into one of four quadrants based on efficiency (cost performance) and effectiveness (delivering quality to the customer). Organizations in the lower-left quadrant quadrant, in analytic geometryquadrant. 1 In analytic geometry, one of the four regions of the plane determined by two lines, the x-axis and the y-axis. are inefficient and ineffective. The upper-right quadrant is reserved for organizations with both effective and efficient call centers. The goal of the audit process is to define the improvements required to move a call center into the upper-right quadrant. Once this goal is achieved, the call center becomes eligible for Center of Excellence Certification. "Our program is based on research that indicates the best call centers are also the least expensive to operate," said Dr. Jon Anton, director of benchmark research at the Purdue University Center for Customer-Driven Quality. "Astute Solutions is an ideal partner because they understand how process, people and technology play a critical role in enhancing call center operations." "Astute's philosophy has always been that technology should support the process, not vice versa VICE VERSA. On the contrary; on opposite sides. ," said Geoffrey Bibo, vice president of business development for Astute Solutions. "This partnership with BenchmarkPortal allows us to extend our relationship with customers beyond that of a technology provider and become a partner with them in identifying and implementing changes that reduce costs and increase the effectiveness of their operations." More details on the Astute Solutions and BenchmarkPortal partnership are provided at www.astutesolutions.com/benchmark.html. About BenchmarkPortal BenchmarkPortal, co-founded by Dr. Jon Anton, is the custodian bailee (custodian) n. a person with whom some article is left, usually pursuant to a contract (called a "contract of bailment"), who is responsible for the safe return of the article to the owner when the contract is fulfilled. of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of benchmarking, certification, customer satisfaction measurement and agent satisfaction measurement. Its client list includes many Fortune 500 companies in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , as well as companies from around the globe. BenchmarkPortal is headquartered in Santa Maria Santa Maria, city, Brazil Santa Maria (sän`tə mərē`ə), city (1991 pop. 217,592), Rio Grande do Sul state, S Brazil. It is a major railroad terminus and the site of an important military base. , CA, and may be reached at (805) 614-0123 or on the Web at www.BenchmarkPortal.com. About Astute Solutions Astute Solutions, a leading provider of customer interaction solutions, helps companies leverage Internet and telephony solutions for a completely integrated customer relationship and information management solution. Astute works with several major industries including retail, food, financial, automotive, transportation, medical, pharmaceutical, travel, and durable and non-durable goods manufacturers. Clients include Global 1000 companies such as McDonald's Corporation, Levi Strauss
Levi Strauss, born Löb Strauß & Co., Georgia Pacific Corp., GlaxoSmithKline, Michelin, Clopay Corporation, The Toro Toro may refer to:
The Philip Morris Company (now known as Altria Group), a company that produces tobacco products, acquired Kraft for , and L'Oreal USA Products, Inc. The company has been awarded the Customer Inter@ction Solutions Magazine's 2002 Product of the Year Award and has received the Real Market's Users Choice Award for three consecutive years beginning in 2001. Astute Solutions is headquartered in Columbus, Ohio Columbus is the capital and the largest city of the American state of Ohio. Named for explorer Christopher Columbus, the city was founded in 1812 at the confluence of the Scioto and Olentangy rivers, and assumed the functions of state capital in 1816. , and may be reached at 1-877-POWER50, sales@astutesolutions.com or on the Web at www.astutesolutions.com. |
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