Empowering your 211 to go from Great to EXTRAORDINARY

With over a decade of experience surrounding third-party secret shopper evaluations exclusively for 211, we are the only national program uniquely qualified to support this critical work. Our expertise in 211-specific national standards allows us to deliver meaningful insights that highlight excellence, enhance service quality, and strengthen the network’s value to funders and communities across North America.

Our vision at 211 Certified is to create a unified standard of quality assessment and evaluation across all 211s, fostering a culture of excellence and enhancing the visibility of the invaluable services provided by the 211 network.

By participating in 211 Certified, centers can leverage independent quality assessments to showcase their commitment to excellence, providing tangible data and insights that can strengthen their case for additional funding. These evaluations offer funders—both current and prospective—clear evidence of the high level of service provided by your center. We also advocate for the exceptional work you do by joining conversations with stakeholders, ensuring your quality and impact are recognized from an independent and objective perspective.

Not every center has the resources for a dedicated Quality Assurance (QA) program or the budget to hire specialized staff. That’s where 211 Certified comes in. We provide an affordable, third-party solution to evaluate your team’s performance, delivering actionable insights and a comprehensive snapshot of your service quality—without the need for additional internal resources.

Internal evaluations, while valuable, can be limited by organizational biases, as evaluators are embedded in the same environment they're assessing. This may lead to partial oversight of key improvement areas and an incomplete picture of actual service quality.

CSAT surveys are often influenced by non-response bias, capturing only the most positive or negative responses. With survey fatigue, cleints may give incomplete feedback, leading to skewed data that lacks depth and actionable insights. Studies indicate that up to 80% of customer feedback can be affected by such biases.

Your data remains 100% confidential unless you explicitly choose to share it. We deeply understand the importance of maintaining trust and respect for your team's ownership of their information. Our commitment to confidentiality ensures that your data is used solely for your internal purposes, empowering your team to analyze and leverage it without any external interference. We prioritize your control, so you can focus on improving your operations with complete peace of mind.

Just like 211 calls, we approach our work with a non-judgmental mindset. We understand that every 211 center is on a unique journey, and we meet you exactly where you are. There is always room for growth and improvement, and we are committed to working alongside you to achieve continuous quality enhancement in the most supportive and non-judgmental way possible.

Tapping into this mindset helps foster a culture within your team where growth and learning are celebrated as essential parts of personal and professional development. It reinforces the idea that perfection is not the goal—progress is! Whether someone is new to the contact center or a seasoned professional, everyone has the opportunity to learn, adapt, and refine their skills.