Melville, NY—Canon USA, for the sixth consecutive year, earned the Center of Excellence certification by BenchmarkPortal, placing its customer support center in the top 10% for efficiency and effectiveness in the technical support category. The Center of Excellence is a recognition based on best-practice metrics drawn from a large database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
“When I visited the Canon center six years ago, I was very impressed with the matching of deep product knowledge with contact center best practices,” said Bruce Belfiore, CEO of BenchmarkPortal. “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. Canon call center professionals have shown exceptional dedication and results, for which I commend them.”
BenchmarkPortal awards the Center of Excellence designation to customer service call centers that rank in the top 10% of the call centers surveyed by industry segment. Companies are audited and validated by researchers from BenchmarkPortal against a balanced scorecard of metrics for efficiency and effectiveness. This balanced scorecard includes key performance indicators, employee satisfaction ratings, and cost-related and quality-related evaluations.
“Canon USA, Inc., is committed to 100% U.S.-based customer service and support, and we are honored to be consistently recognized for our efforts by BenchmarkPortal,” said Leroy Farrell, vice president and general manager, Engineering Services and Solutions, Canon USA, Inc. “This award is a testament to our technical support team’s continued commitment to providing the highest level of customer service and an exceptional customer experience.”
The Technical Support Center provides advanced support services to Canon’s network of direct and nondirect sales channels covering a wide range of products and solutions, including the company’s software as well as hardware offerings, such as its imageRunner Advance, imageClass, imagePrograf, VarioPrint, imagePress and imageFormula product lines. usa.canon.com