Call Center Management Featured Article
BenchmarkPortal Honors Ameritas Group Call Center
BenchmarkPortal has honored Ameritas Group with its fourth-consecutive Center of Excellence call center certification.
Ameritas Group is a division of Ameritas Life Insurance Corp., and BenchmarkPortal (News - Alert), which recently celebrated its 15-year anniversary, is the leader in call center certification and hosts the largest call center performance metrics database in the world.
In order to receive this honor, Ameritas Group contact center associates participate in BenchmarkPortal’s rigorous certification process.
According to a release, this certification process is based on established scientific methods that measure operational metrics, customer satisfaction and agent satisfaction.
Ameritas Group notes its own set of stringent service standards that includes ongoing training and continuing education.
“Our call center handles more than 1.4 million phone calls each year, and with each call, we have the opportunity to make a positive impact and enhance our customers’ service experience,” said April Rimpley, FLMI, ACS (News - Alert), vice president - group customer connections and operations. “We are proud to be recognized once again as a world-class contact center and thank all of our associates for making Ameritas Group a four-time Center of Excellence recipient."
BenchmarkPortal was founded by call center pioneer Dr. Jon Anton who has authored several publications, and dedicated his career to measuring all facets of the call center industry.
Dr. Anton said that only about 10 percent of all call centers that apply for certification actually achieve it and this is the reason why the Center of Excellence certification one of the most coveted awards in the service and support industry.
Read related call center stories here.
Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Chris DiMarco