ARCHBOLD, Ohio, October 26, 2005 – Sauder Woodworking Co. announced
today that its customer service call center recently earned the
prestigious BenchmarkPortal certification, an award given in conjunction
with the Center for Customer-Driven Quality located at Purdue University.
The “Center of Excellence” certification is based on a contact center's
ability to exceed rigorously validated, objective performance metrics
compared to its industry peer group. Only the top ten percent of contact
centers that apply for certification have earned this designation.
“This designation is especially rewarding for Sauder because it validates
our company’s effort to continually amaze our customer with unmatched
quality and service,” said Jacqueline Schnitkey, Sauder manager of
customer service. “We are proud of the dedication of our phone reps to
consistently go above and beyond delivering exceptional service to our
customers.”
To earn the Center of Excellence designation, the Sauder call center
passed audits by independent researchers. Key criteria included
customer satisfaction, service level standards, process management,
leadership, employee training and operational efficiency. These measures
were evaluated via live call monitoring, evaluation of performance metrics,
conducting team surveys and contacting Sauder customers for direct feedback.
Dr. Jon Anton, Founder of Purdue University's Center for Customer-Driven
Quality stated, “The certification of Sauder is a direct result of its
leadership’s commitment to balancing cost-effective service solutions with
best-in-class service performance. It is an achievement of distinction.”
Located in Archbold, Ohio, Sauder Woodworking is the nation’s leading
manufacturer of ready-to-assemble furniture and the sixth largest
residential furniture manufacturer in the nation. Its customer service
call center fields 1500 calls per day and comprises over 30 phone reps and
technicians assisting customers with assembly, replacement parts,
and locating product.
Sauder subsidiaries include Studio RTA, an importer and distributor of
home office, entertainment, art and hobby RTA furniture; Progressive
Furniture Inc., a manufacturer and importer of traditional solid wood,
veneered and laminate furniture; and Sauder Manufacturing Company, a
leader in church and institutional seating. For more information on Sauder,
visit their Web site at www.sauder.com.
About BenchmarkPortal
BenchmarkPortal is the custodian 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 operational metrics, customer satisfaction
measurement and agent satisfaction measurement. In 2005,
BenchmarkPortal, Inc. received U.S. Patent #6,877,034 for its unique
methodology of contact center performance benchmarking through metric
gap analysis. BenchmarkPortal’s Web site can be found at:
www.BenchmarkPortal.com
For additional information about BenchmarkPortal contact:
Susan Hampton
BenchmarkPortal, Inc.
(805) 614-0123 ext. 36
SusanHampton@BenchmarkPortal.com
