April 18, 2013

Announcing The 2013 Top 100 Call Centers Contest Winners

BenchmarkPortal, a leading call center consulting services group, recently announced the winners of its 2013 Top 100 Call Center Contest. Participants submitted performance data on key operating metrics. The three winners in each of three categories had the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal's expert formula, using the world’s largest database of call center metrics.
The highest ranking centers in the large center (250+ agents) category are:
1. Florida Power and Light Company (first place)
2. Alliance Data (second place)
3. American Electric Power (third place)
The highest ranking centers in the Medium-size center (100 to 249 agents) category are:
1. United Concordia Companies (first place)
2. Regional Transit Authority- Chicago (second place)
3. Desjardins (third place)
The highest ranking centers in the Small-size center winners (5 to 99 agents) category are:
1. Delta Dental of Wisconsin (first place)
2. City of Fort Wayne (second place)
3. Unicom Teleservices (third place)
*BenchmarkPortal salutes the winners – they are leaders in the call center industry,” said Bruce Belfiore, BenchmarkPortal CEO. “Our Top 100 Award places a contact center among the best in the industry in terms of quality of service and cost efficiency. Their key metrics were benchmarked against our database – the largest in the world of contact center metrics. This is a great accomplishment.”
The contest participants were judged on their key performance indicators – including average speed of answer, calls per agent per hour, agent turnover and caller satisfaction. Each participant received a complimentary customized report benchmarking their company against their peers, as well as a confidential web-based readout of the report with a certified BenchmarkPortal expert.
“The award process is based on actual performance,” stated Belfiore. “Recipients of the Top 100 Award have demonstrated, on a very objective basis, that they provide superior service and financial performance as compared with our database overall. We congratulate them.”

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