BenchmarkPortal (News - Alert) is a custodian of the largest database of contact center metrics in the world and provides call center certification, training, consulting and research for the customer contact center industry. The top 10 percent of call centers benchmarked in the company’s annual list are awarded the “Center of Excellence” certification.
One of the latest call centers to achieve Certification as a Center of Excellence is MAXIMUS New York Medicaid. The award recognizes the company’s operational metrics, customer satisfaction and agent satisfaction.
To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers. During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.
Key performance indicators taken into account include first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources.
The certification serves to validates the fact that call center leaders have successfully balanced efficiency and effectiveness in their operations. By optimizing their cost components and their ability to satisfy customers, certificate winners exemplify best practices in a very important consumer products sector, said BenchmarkPortal officials.
“A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center’s customers, employees, and shareholders,” said BenchmarkPortal CEO Bruce Belfiore.
According to Belfiore, a great contact center reflects its management's passion for balancing the demands of high quality and low costs. MAXIMUS has shown its ability to achieve that balance through its objective performance metrics, he explained.
“The certification of the MAXIMUS New York Enrollment Broker Services customer contact center is a direct result of its leadership’s commitment to balancing cost-effective service solutions with best-in-class service performance. It is an achievement of distinction,” he said.
Edited by Blaise McNamee