Sauder Press Release
Customer Service 2020
Sauder Woodworking Customer Support Contact Center Receives
‘Center of Excellence’ Certification for 16th Consecutive Year
ARCHBOLD, Ohio — September 15, 2020 — Sauder Woodworking Co. has received a Center of Excellence certification for its customer support contact center for a 16th consecutive year. Contact centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
“It is an honor to receive the Center of Excellence certification for this consecutive string of years,” says Jacqueline Schnitkey, Sauder director of consumer services. “At Sauder, we are committed to delivering the best customer service within our industry and continuing to surprise and delight customers with unmatched quality and service. We are extremely proud of our staff members, especially this year with increased consumer contacts during the pandemic.”
BenchmarkPortal awards the Center of Excellence designation to customer service call centers that rank in the top 10 percent of the call centers surveyed. Centers are judged against a balanced scorecard of metrics for efficiency and effectiveness. Those contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers earn the award.
“Maintaining high levels of excellence in the center over a period of years is a wonderful testimony to the contact center management team, the frontline agents - as well as senior managers, who support and encourage this excellence,” says Bruce Belfiore, BenchmarkPortal CEO. “Sauder’s contact center professionals have shown exceptional dedication and results, for which I commend them.”
Headquartered in Archbold, Ohio, Sauder is a privately held, third-generation, family-run business. Sauder is the inventor and leading provider of ready-to-assemble furniture in North America. Sauder subsidiaries include Progressive Furniture Inc. and Sauder Manufacturing Company. Other market segments include Sauder Funeral Products and WoodTrac.
“It is important to make sure the customers have a positive experience from the time they purchase our furniture through the moment they complete the assembly and place the furniture in their home,” says Kevin Sauder, Sauder president and CEO. “I believe our Ohio-based call center is one of the best in the industry, and this certification is a demonstration of just how committed we are to providing an outstanding experience for our customers.”
Sauder Woodworking Co. is the leading North American producer of ready-to-assemble furniture. A family-run business based in Archbold, Ohio, Sauder embraces sustainability measures that reuse and recycle more than 98 percent of its solid waste materials. Sauder combines more than 85 years of American manufacturing experience with expanded global sourcing capabilities to meet the needs of consumers and retail customers. The company currently offers over 50 furniture collections that enable everyone to experience the joy of affordable style. Follow us on Instagram, Pinterest, Facebook, Twitter and YouTube. For tips on affordable style, visit the Ideas blog. Learn more at Sauder.com.
From its origins in 1995, BenchmarkPortal has become a global leader in the contact center industry, providing benchmarking, certfication, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. 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 on BenchmarkPortal please call 1-800-214-8929 or visit www.BenchmarkPortal.com.