Sauder call center again receives certification
By Furniture Today Staff -- Furniture Today, March 18, 2007
Archbold, Ohio — Sauder Woodworking's customer call center has earned the Center of Excellence certification from BenchmarkPortal, which oversees the world's largest database of call center performance metrics.
It marked the second consecutive year Sauder's call center received the certification, awarded to the top 10% of companies that apply for the designation.
"The award confirms our dedication to exceeding expectations when serving consumers," said Jacqueline Schnitkey, manager of customer service. "We know we are Sauder's direct link to the consumer, and we want to make that relationship the most effective it can be."
BenchmarkPortal measured the effectiveness of Sauder's operation by asking consumers to rate their satisfaction with their call center experience from dial-up to hang-up. The company was rated on items such as waiting time, access to live reps, product knowledge and dedication to solving the problem.
The company said it earned a perfect score from 90% of all respondents, well above the industry average of 51.66%.
Sauder's call center fields more than 1,000 calls a day and assists customers with questions related to assembly, replacement parts and locating products.
BenchmarkPortal collects its data in conjunction with the Center for Customer-Driven Quality at Purdue University.
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