TMCnet News
MetLife's Customer Response Center Recognized for World-Class Customer Service Earns ''Center of Excellence'' CertificationOct. 20, 2005--MetLife, Inc. announced today that its Customer Response Center has earned the prestigious designation of "Certified Center of Excellence" by Purdue University's Center for Customer-Driven Quality in conjunction with BenchmarkPortal. Center of Excellence certification is based on a contact center's ability to exceed rigorously validated, objective performance metrics compared to its industry peer group. Only the top ten percent of contact centers that apply for certification have earned this designation. Certification as a Center of Excellence has become a significant distinction in the call-center industry because certification is based on best-practices metrics drawn from the world's largest contact center database. To earn the Center of Excellence designation, a center must undergo rigorous audits by BenchmarkPortal researchers led by Dr. Jon Anton, the Director of Benchmarking at Purdue's Center for Customer-Driven Quality (CCDQ). According to CCDQ's Dr. Anton, "Becoming a certified Center of Excellence is the result of a lot of hard work on the part of the associates, supervisors, and managers at the MetLife Customer Response Center. Anyone can respond to calls, but the MetLife Customer Response Center team provides service that satisfies their customers and contributes to shareholder value. This is what makes them a best practice customer contact center." "Center of Excellence Certification reflects our commitment to delivering increased customer satisfaction, retention, and loyalty while optimizing our resources. It reflects our strong commitment to our people and our customers, and affirms the Customer Response Center's position as a significant contributor to the value of the MetLife Brand," stated Tom Purcaro, vice president of MetLife's Customer Response Center. "Earning this certification is third-party affirmation of our leadership commitment to best-in-class service." About MetLife MetLife, Inc. (NYSE: MET - News) is a leading provider of insurance and other financial services to millions of individual and institutional customers throughout the United States. Through its subsidiaries and affiliates, MetLife, Inc. offers life insurance, annuities, automobile and homeowner's insurance and retail banking services to individuals, as well as group insurance, reinsurance and retirement and savings products and services to corporations and other institutions. Outside the U.S., the MetLife companies have direct insurance operations in Asia Pacific, Latin America and Europe. For more information, please visit www.metlife.com . About Purdue University's Center for Customer Driven Quality (CCDQ) CCDQ is internationally recognized as the premier research and education organization for behavior in customer access and access channel management issues. For questions about CCDQ, please contact Dr. Jon Anton at 765.494.8357. About BenchmarkPortal Benchmark Portal is the custodian of the Purdue University Center for Customer Driver Quality's database of contact center metrics; the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. In 2005, BenchmarkPortal, Inc. received U.S. Patent #6,877,034 for its unique methodology of contact center performance benchmarking through metric gap analysis. BenchmarkPortal's Web site can be found at www.benchmarkportal.com. Contact: MetLife: David Hammarstrom, 401-827-2273 [email protected] or BenchmarkPortal: Susan Hampton, 805-614-0123 ext. 36 [email protected] |