Romeoville, Illinois, March 8, 2019—Christian Brothers Services (CBS) Customer Care Center is being recognized as a leader in the call center industry and was recently named the Most Improved Call Center in the U.S. for Small Centers for 2019 by BenchmarkPortal.
The CBS customer care team ranks as one of the top centers in the industry, earning a Top Contact Center—Small Centers category award for the sixth consecutive year by BenchPortal, a leading contact center consulting services group.
Rounding out the honors, the CBS team also is being lauded for its effectiveness and efficiency; earning the top award for the Lowest Abandon Rate and the Best Agent Retention.
“Recipients of the Top Contact Center Award have demonstrated, on a statistically objective basis, that they provide superior service and financial performance as compared with our entire contest database,” said Bruce Belfiore, BenchmarkPortal CEO. “Their key metrics were benchmarked against our entire database—the largest in the world of contact center metrics. This is a great accomplishment indeed.”
The Top Contact Centers competition compares the performance of contact centers throughout North America by evaluating their key metrics against other centers based on center size. Entries are all cross-checked, validated and approved by certified contact center experts and the resulting submissions are scored on the basis of both quality and cost efficiency.
“Providing quality service to help guide our members is our priority,” said Brother Michael Quirk, FSC, Ed.D. President and CEO of CBS. “Our customer care team, in particular, works diligently to answer each call with Lasallian values in mind, offering a personal experience met with efficient and timely results.”
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for contact centers and hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. Their mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications.
- About Christian Brothers Services
Founded in 1960 and headquartered in Romeoville, Illinois, Christian Brothers Services is a nonprofit, Catholic organization that administers cooperative programs in the areas of health, retirement, property/casualty, and technology as well as financial, administrative and Catholic school consulting to church congregations, organizations and dioceses internationally.
About Catholic School Management
Founded in 1973, NCEA Financial Consulting Services focused exclusively on finance and development consulting services for Catholic school and diocesan administrators. In 1979 demand for a broader scope of services resulted in the creation of Catholic School Management (CSM). In 2014, Christian Brothers Services acquired CSM's growing operations, making CBS the national leader in consultative guidance for Catholic schools. CSM's team of experts represents more than 500 years of experience in the education field with a focus on strategy, planning and leadership.
About BMT
Founded in 1972 and headquartered in Tarrytown, New York, Brenner, McDonagh & Tortolani, Inc., BMT Management and Financial Consultants was acquired by Christian Brothers Services in 2017. Providing premier consulting services to 280 religious institutes and many sponsored ministries in need of assistance, BMT offers the management of daily operations, including accounting and financial management, benefits eligibility management, human resources, investment consulting and real estate planning and sustainability studies.