April 20, 2015

A Lean Six Sigma Approach to Contact Center Process Improvement

Customers are demanding more efficient and effective service from Contact Centers throughout all industries. Host Bruce Belfiore chats with veteran manager Walt Sweeney about a Lean Six Sigma approach to Contact Center process improvement that Contact Center leaders could use to improve their centers.

Click here to listen to this CallTalk show: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/6/4/lean-six-sigma-approach-contact-center-proc

April 17, 2015

Announcing The Top Ranking 2015 Top 100 Call Centers Contest Winners! Click the below link to see who won!


BenchmarkPortal ranks the top call center operations in North America based on operational metrics. Click here to see who won: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/04/2015-top-100-call-center-contest-winners

Top 100 Call Center ContestBenchmarkPortal, a leading call center consulting services group, announces the winners of its 2015 Top 100 Call Center Contest. Participants submitted performance data on key operating metrics. The three winners in each categories had the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal's expert formula.

April 8, 2015

Ameritas Earns Eighth Consecutive Center of Excellence Award from BenchmarkPortal


Ameritas Life Insurance Corp.’s group division has been awarded the BenchmarkPortal Center of Excellence award for the eighth consecutive year. Among the top honors in the customer service industry, the award recognizes the company’s commitment to making access to care easy for its dental, vision and hearing care customers.

Click here to view all their latest press release: http://www.benchmarkportal.com/call-center-certification/certified-customer-service-center/ameritas

March 26, 2015

PFI Earns Esteemed Center of Excellence Recognition from BenchmarkPortal for Fourth Consecutive Year


Proctor Financial, Certified Center of Excellence by BenchmarkPortalProctor Financial, Inc. (PFI) is announces the recertification of its call center as a Center of Excellence by BenchmarkPortal for 2014. PFI also received this honor in 2011, 2012 and 2013. Call centers certified as a Center of Excellence by BenchmarkPortal have surpassed rigorous standards for efficiency and effectiveness. The team at BenchmarkPortal audits and verifies key performance indicators and compares PFI’s data to call center data from other peer organizations. Call centers receive the “Center of Excellence” designation when ranked in the top ten percent of those organizations that are surveyed.
 

March 11, 2015

Birch Earns Prestigious “Center of Excellence” Recognition


February 13, 2015 – Birch Communications, Inc., (“Birch”) a leading technology service provider of IP-based communications, broadband, cloud and IT services to small, mid-sized, enterprise and wholesale businesses, has achieved “Center of Excellence” for the third time by BenchmarkPortal for 2014.

Click here to continue reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/02/birch-earns-prestigious-center-excellence-recognitio

March 9, 2015

Synchrony Financial Re-Certified as 2015 Customer Service Center of Excellence by BenchmarkPortal


 Synchrony Financial Re-Certified as 2015 Customer Service Center of Excellence by BenchmarkPortal February 28, 2015 -- Synchrony Financial (NYSE:SYF), a premier consumer financial services company with 80 years of retail heritage, today announced it has been re-certified as a 2015 Customer Service Center of Excellence from BenchmarkPortal, LLC, a global leader in the contact center industry.

Click here to continue reading this article: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/02/synchrony-financial-re-certified-2015-customer-servi

January 20, 2015

Church Mutual Service Center Certified Sixth Straight Year


Church Mutual BenchmarkPortal Center of ExcellenceJanuary 20, 2015 -- Church Mutual Insurance Company's National Customer Service Center (NCSC) has been recertified as a Center of Excellence by BenchmarkPortal.
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, using the world's largest database of contact center metrics.  During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.

Click here to continue reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/01/church-mutual-service-center-certified-sixth-straigh

December 17, 2014

MAXIMUS Contact Center Operations in Georgia, Illinois, Indiana, Michigan and Vermont Achieve Recognition as Centers of Excellence

The MAXIMUS customer contact centers achieved the Center of Excellence distinction based on best practice metrics drawn from the world’s largest database of objective and quantitative performance data from thousands of contact centers. Performance data collected from all six MAXIMUS contact centers achieved BenchmarkPortal’s objective and quantitative criteria in areas such as operational efficiency, service-level standards, customer satisfaction and employee training. Georgia Health Services for Families and GACAPS have now received certification for five and four consecutive years, respectively. Indiana EBS, Michigan EBS and Vermont Green Mountain Care Member Services have now been certified for three consecutive years. This is the first certification for Illinois Modification and Employer Services.

Click here to continue reading this news release: http://investor.maximus.com/press-release/local-recognition/maximus-contact-center-operations-georgia-illinois-indiana-michigan-

December 10, 2014

Blue Cross Blue Shield of Massachusetts Call Center Named a Certified Center of ExcellenceThe Blue Cross Blue Shield of Massachusetts (Blue Cross) Retail Sales and Retention team has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”

Click here to continue reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2014/12/blue-cross-blue-shield-massachusetts-call-center-nam

December 1, 2014

Canon U.S.A. Earns Center Of Excellence Certification By BenchmarkPortal


December 1, 2014 -- Canon U.S.A., Inc., a leader in digital imaging solutions, is proud to announce that for the sixth consecutive year it has earned the Center of Excellence certification by BenchmarkPortal, placing its customer support center in the top 10 percent for efficiency and effectiveness in the technical support category. The Center of Excellence is a prestigious recognition based on best-practice metrics drawn from the world's largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal. “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”

Click here to learn more: http://www.benchmarkportal.com/call-center-certification/certified-customer-service-center/canon-usa