Customer Support Center Ranked Among Best in Its Class
CCH Small Firm Services, a part of Wolters Kluwer and developers of the ATX™ and TaxWise® accounting solutions, today announced its customer support call center has been ranked among the Top 25 medium-sized centers in the United States and Canada, according to the latest Top 100 Call Center annual rankings by BenchmarkPortal. The Top 100 competition compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers. Entries are all cross-checked, validated and approved by certified call center experts, and the resulting submissions are scored on the basis of both quality and cost efficiency.
“We’re thrilled to be recognized by an industry expert for high-quality customer call support,” said Jason Marx, President of CCH Small Firm Services. “In addition to investments we’ve made in our flagship ATX and TaxWise compliance platforms, our new call center communications systems and emphasis on support staff training underscore our laser-focus on meeting customer needs.”
Since the Top 100 process is based entirely on statistical comparison to the world’s largest and most respected database of call center metrics, this competition can objectively identify centers that are achieving superior results both in financial and qualitative terms.
The Top 100 contest grouped submissions into three categories according to size for this awards program. Each center was compared from a wide variety of industries and assigned numerical ratings. As a result, CCH Small Firm Services was determined to be among the Top 25 in North America.
“Ranking in the Top 100 Call Center Contest attests to the fact that CCH Small Firm Services’ management and employees have successfully balanced efficiency and effectiveness in their operations,” said Bruce Belfiore, CEO, BenchmarkPortal. “This award was granted on the basis of objective, metrics-driven performance. CCH Small Firm Services stood tall against its competitors according to the world’s largest database of call center metrics. This is not easy to do, and we congratulate them on their accomplishment.”
BenchmarkPortal’s activities began in 1995, and it is now 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. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s 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. For more information, please call 1-800-214-8929 or visit www.BenchmarkPortal.com.
About CCH Small Firm Services
CCH Small Firm Services, a part of Wolters Kluwer, provides tax and accounting solutions, to 45,000 small professional firms and tax assistance sites operating in 72,000 different locations throughout the United States and Puerto Rico. SFS offers both the ATX™ and TaxWise® product lines, including tax compliance, accounting, document management and training. Wolters Kluwer had 2013 annual revenues of €3.6 billion ($4.7 billion), employs approximately 19,000 people worldwide, and maintains operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America. Wolters Kluwer is headquartered in Alphen aan den Rijn, the Netherlands. Its shares are quoted on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.