BenchmarkPortal (News - Alert), a contact center research and consulting organization, said it has presented its Centers of Excellence Certification to the MAXIMUS customer contact centers for the Texas Eligibility Support Services (ESS) and the Texas Enrollment Broker (EB) operations, Georgia Families, Georgia Childcare and Parent Services, and Massachusetts MassHealth Health Benefits projects.
Customer service call centers are fast becoming an important portal between a company and its customers; it is critical for a contact center to handle customer contact processes effectively and efficiently for any business to succeed. And now more businesses are summoning third parties to assess the functions and efficiency of their call centers so that they win new customers and retain old loyal customers. BenchmarkPortal's Certified Center of Excellence was formulated to cater to such demand.
BenchmarkPortal provides training, certification, research and consulting services to the customer contact center industry. For a contact center to attain its Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.
The first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources factors of the Maximum call centers were taken into account while analyzing them. The certification was offered after comparing their operational metrics against similar metrics of peers and major competitors through BenchmarkPortal’s global database for consolidating contact center metrics.
Bruce Belfiore, chief executive officer at BenchmarkPortal commented, "Only the top 10 percent of those benchmarked annually achieve this distinction. Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry. Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure.”
He added; "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. Texas Eligibility Support Services, Texas Enrollment Broker, Georgia Families, Georgia Childcare and Parent Services, and Massachusetts Health Benefits customer contact centers have shown the ability to achieve that balance through objective performance metrics."