Call Center Certification

Wolters Kluwer Health announced today that its Ovid and LWW journals Technical Services teams have been certified by BenchmarkPortal, which judges call centers on how well they get, keep and grow customers.

BenchmarkPortal (News - Alert), in collaboration with the Center for Customer-Driven Quality,  rates companies as a third party on how well they are performing what they set out to do.  The center was founded at Purdue University (News - Alert).

According to the press release, “only 10 percent  of companies that submit data under BenchmarkPortal's program are awarded a '"Certification of Excellence.’" Wolters Kluwer Health also reported that this is the third time in six years that “a team within the Wolters Kluwer Health Customer Support organization received certification.”

Call centers have been called “the ears” of an organization, according to a story by Greg Levin. Levin writes that the call center is so valuable because “it gathers invaluable information – every day – on customer preferences, expectations, demands and levels of satisfaction and loyalty,” that can be used to strategize and go after more business.

“The BenchmarkPortal certification is a tremendous honor and is an example of our customer-centered approach to our work. I couldn’t be prouder of the Technical Services and Customer Support teams for their continued commitment to delivering high-quality customer service and satisfaction,” said Karen Abramson, president and CEO of Wolters Kluwer Health Medical Research, in the press release. “Our customers and partners have long credited their customer support and service experience as an important, value-added component of their partnership with Ovid and the LWW journals, and this certification is a testament to the team’s expertise, and dedication to building a customer-driven business.”

The journals provide medical information. 

“We certified Wolters Kluwer Health’s Ovid and LWW journals customer care operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. Three consecutive years of certification is a noteworthy achievement,” said Bruce Belfiore, CEO of Benchmark Portal. “We applaud their commitment to superior customer service.”

Wolters Kluwer Health received the certification after surveys were conducted with Ovid and LWW journal customers and subscribers, center communication and operations metrics were reviewed, and were assessed for how well members of the Wolters Kluwer Health Technical Services team fielded customer calls and email, according to the press release.

Deborah DiSesa Hirsch is an award-winning health and technology writer who has worked for newspapers, magazines and IBM (News - Alert) in her 20-year career. To read more of her articles, please visit her columnist page.