CGS Administrators Awarded Contact Center Excellence Certification

Call centers are some of the busiest and important operations supporting businesses today. As the main connection point with customers it is critical that these operations are run smoothly, efficiently and equipped with tools to provide the best possible experiences.

The International Customer Management Institute (ICMI), provides an industry certification program to provide a stamp of approval for those businesses with exceptionally run call centers.

Nashville-Tennessee-based CGS Administrators LLC (CGS), providing services and technical solutions to the Centers for Medicare & Medicaid Services (CMS) for over 50 years is the latest center to be awarded certification for the successful completion of the ICMI Site Certification Program.

“We are honored to receive this certification. It addresses our dedication not only to our team but also to our customers. We are committed to delivering an exceptional customer experience to our customers each and every day,” said Gary Warczak, director at CGS.

This recognition is proof that the CGS Administrators have met all the necessary requirements. According to company officials, they passed all six sections of the ICMI Site Certification Framework. This includes a formal assessment, an improvement and implementation period,and a  final scoring against the ICMI customer management operating standard to confirm they have met all of the criteria and requirements for certification.

The company also received this site certification from ICMI back in 2013.

“Our site certification is a stamp of approval for companies to show that they operate efficiently and offer a world-class customer experience. ICMI is wholly committed to elevating the strategic value of the contact center through an industry standard site certification program that validates optimal performance,” said Tara Gibb, senior director, ICMI. “We applaud CGS on their achievement, which will help them deliver effective contact center operations and an industry-leading customer experience.”

Edited by Maurice Nagle