AEP’s Customer Operations Centers recognized

AEP’s Customer Operations Centers have been recognized as a Certified Center of Excellence by Benchmark Portal, a  global leader in contact center benchmarking, certification, training and consulting.

Benchmark’s certification process requires that customer contact centers “be both efficient and effective, providing service that is of superior quality and lower overall costs compared with other centers in your industry.”

Benchmark said AEP’s Customer Operations Centers have “effectively optimized the use of people, processes and technology to consistently deliver a level of customer service that surpasses most others in your industry.” The company benchmarks the performance of thousands of customer contact centers in over 50 different industries.

To earn the Center Of Excellence designation, a contact center must meet objective, quantitative criteria and pass audits by Benchmark Portal researchers. The key drivers of superior contact center performance in customer service include operational efficiency, service level standards, customer satisfaction, leadership, quality/training, staffing/scheduling, and contact center support.

“We have been awarded this honor for the sixth time because of the great combination of talents within Customer Operations and our support organizations,” said Rob Cheripko, managing director, Customer Operations. “It requires a very agile and adaptable team to be able to keep up with all the changes in our industry. I am proud of our Customer Operations team, and I thank all of our managers, associates and support staff for helping AEP achieve this great distinction.”