September 11, 2012

Next CallTalk Show: How Training Can Set The Atmosphere in a Contact Center


How Training Can Set The Atmosphere in a Contact Center

Join host Bruce Belfiore with Fidel Ligsay, VP of Call Center Operations, and Ezra Easley, Director of Call Center Operations, Health Net Federal Services, as they discuss best practices in contact center training. Health Net Federal Customer Service Representatives are always thirsting for more knowledge, whether it's regarding the markets they serve or the health benefits available to service members. Health Net employees focus on empathy with their military community. This has helped Health Net create a unique culture where everyone feels a purpose and a mission to serve those who serve our country.

About CallTalk 

Broadcast monthly, directly over the Internet to your desktop, CallTalk covers informative and educational topics that impact today's call center. This show is hosted by Bruce Belfiore, CEO of BenchmarkPortal. It is aired without the participation of vendor sponsorship, so that topics are free from their influence and guided solely by the needs of our listeners.

Guest Host: Fidel Ligsay, VP of Call Center Operations, Health Net Federal Services

Fidel Ligsay is the Vice President of Call Center Operations for Health Net Federal Services, based in Health Net's Rancho Cordova, California office. He has been in that role for the past 6 years, supporting the TRICARE managed health care support contract for the country's North Region. This region supports close to 3 million beneficiaries, their families, and the providers of care in that region. Prior to that, Fidel held a similar role with Health Net's commercial managed care operation in Shelton, Connecticut. He also has extensive call center leadership experience in a number of other industries, including banking and insurance. Fidel earned his MBA from the University of Texas at San Antonio, and currently resides just outside of Sacramento, California with his wife and two sons.

Guest Host: Ezra Easley, Director of Call Center Operations, Health Net Federal Services

Ezra Easley is the Director of Call Center Operations for Health Net Federal Services, based out of Health Net's Johnstown, Pennsylvania office. He has been in that role for almost 2 years, supporting the TRICARE managed care support contract for the country's North Region. Prior to this role Ezra served as the Director, Patient Appointing Services for 4 years, managing Health Net's Appointing contract for the Puget Sound region, located in Tacoma, Washington. He has been with Health Net since 2004. Ezra has over fourteen years of call center leadership experience, including a background in health care, telecommunications, and sales. He currently resides in Greensburg, Pennsylvania with his wife and three children.

Date: Wed., Sept. 19th, 2012, Add to Your Outlook or iCal Calendar
Time: 10am PT / 1pm ET 
Duration: 30-45 Minutes 
Topic: How Training Can Set The Atmosphere in a Contact Center 
Special Offer: The first listener to ask a live question will receive a complimentary $1500 Benchmarking Survey. Please call (347) 857-3117. 
Archived Shows: If you missed this show or would like to view our archived shows, please  follow this link.

September 6, 2012

BenchmarkPortal Improves Call Center Evaluation Through Automation

Bruce Belfiore from BenchmarkPortal explains how automation helps deliver better and more timely benchmark data on call center metrics and performance.

September 5, 2012

Health Net Federal Services Call Centers Earn Center of Excellence Award

The Health Net Federal Services Call Centers have been certified as Centers 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.”

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.

Factors (called key performance indicators) such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.

“Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” said Belfiore. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. Health Net Federal Services has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Health Net is, indeed, among the best in its industry. I congratulate Health Net on a job well done.”

“Benchmarking delivers a crackerjack profile of a contact center’s operations that can inspire management to move forward aggressively, even in a less-than-robust economy,” added Belfiore, who has been with the company since 2000.
About BenchmarkPortal.

BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit

About Health Net Federal Services
Health Net, Inc. is a publicly traded managed care organization that delivers managed health care services through health plans and government-sponsored managed care plans. Its mission is to help people be healthy, secure and comfortable. Health Net, through its subsidiaries, provides and administers health benefits to approximately 5.6 million individuals across the country through group, individual, Medicare (including the Medicare prescription drug benefit commonly referred to as “Part D”), Medicaid, U.S. Department of Defense, including TRICARE, and Veterans Affairs programs. Health Net’s behavioral health services subsidiary, Managed Health Network, Inc., provides behavioral health, substance abuse and employee assistance programs to approximately 4.9 million individuals, including Health Net’s own health plan members. Health Net’s subsidiaries also offer managed health care products related to prescription drugs, and offer managed health care product coordination for multi-region employers and administrative services for medical groups and self-funded benefits programs. For more information on Health Net, Inc., please visit Health Net’s website at