Birch Communications, a provider of business-focused communications, cloud, and managed services, has been named one of the Top 50 in BenchmarkPortal’s 2014 Top 100 Small Call Center competition. Birch Communications earned this Top 50 ranking after its key metrics were evaluated against those of its industry peers.
“This year, it is an honor to move up to the Top 50 in a thorough comparison with our peers,” noted Chris Aversano, executive vice president and COO of Birch. “At Birch, our customer care teams strive to provide faster and better service to our customers than they would receive if they contacted any of our competitors. Our call center staff answers most calls within 60 seconds or less, achieving a prestigious 80 percent service level. Our company tagline is ‘At Your Service,’ and at Birch, we really mean it.”
Birch Communications provides IP-based communications, cloud, and managed services to businesses in all 50 states, the District of Columbia, Canada, and Puerto Rico. Birch’s services include: voice, broadband, Internet access, hosted services, managed services, wireless voice, wireless data, and many other communications, cloud, and managed services. Voice and broadband services are, in most cases, delivered using Birch’s secure IP network.
In April, Birch’s Customer Service Department earned Certification as a Center of Excellence from BenchmarkPortal. As part of the call center certification process, Birch’s Customer Service Department underwent a rigorous benchmarking process that compared its operational metrics to those of its peers using BenchmarkPortal’s database, which is considered the largest database of contact center metrics. A group of experts from BenchmarkPortal audited and verified key data from the contact center applying for the certification.
The BenchmarkPortal call center certification process evaluates a call center's efficiency based on a number of criteria, such as first-call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction, and human resources utilization.
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