AEP’s Customer Operations Centers recognized

For the seventh time, AEP’s Customer Operations Centers have been recognized as a Certified Center of Excellence by Benchmark Portal.

For the seventh time, 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 Portal compares AEP to the Utilities sector for call volume metrics, turnover, staffing/scheduling, IVR functionality, quality/training, budgets, customer email metrics and surveys (customer and employee). AEP is compared to industry standards and receives an overall rating.

“With all the challenges faced every day, it is great to see AEP call centers recognized for performing so well against the competition,” said Rob Cheripko, managiner director-customer operations. “I appreciate the hard work and dedication of our employees to help make this happen.”

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.