MAXIMUS Call Centers Achieve Certification as Centers of Excellence

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the Michigan Enrollment Broker Services customer contact center and the Vermont Health Connect and Green Mountain Care Customer Support Center by awarding them Certification as Centers of Excellence. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

The MAXIMUS Michigan Enrollment Broker Services customer contact center and the Vermont Health Connect and Green Mountain Care Customer Support Center 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. “Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s database of contact center metrics, which was founded at Purdue University and is the largest in the world. This achievement confirms the call center’s ability to deliver service that is both efficient and effective.”    

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. The MAXIMUS Michigan Enrollment Broker Services customer contact center and the MAXIMUS Vermont Health Connect and Green Mountain Care Customer Support Center have shown the ability to achieve that balance through objective performance metrics. We have validated the metrics for both contact centers and have certified that MAXIMUS is, indeed, among the best in its industry. I congratulate MAXIMUS on a job well done.”

“The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient. It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence,” added Belfiore, who has been with the company since 2000.

New York Life - AARP Contact Center Achieves Its Tenth Certification as a BenchmarkPortal Center of Excellence

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the New York Life - AARP Contact Center by awarding it certification as a Center of Excellence for the tenth year in a row. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

The New York Life - AARP customer contact center has been certified as a Center of Excellence for the tenth year in a row by BenchmarkPortal, a leading contact center research and consulting organization. "New York Life - AARP is the first contact center to be certified as a Center of Excellence for ten consecutive years,” said Bruce Belfiore, BenchmarkPortal CEO. “A decade of consistent, superior performance is not only a cause for celebration for the New York Life team, it is a testament to exceptional management focus and to careful execution by the entire, fully-engaged team."

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.

"I would like to spotlight the fact that one does not remain a Center of Excellence for a decade by running in place,” added Belfiore. “New York Life - AARP has been dedicated to using metrics and best practices to create a culture of continuous improvement - always setting and meeting new and higher goals. I am delighted to recognize this unparalleled track record of success."

Key performance indicators, such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and others are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center compares to other centers in the same industry. Metrics which relate to customer satisfaction are 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. "New York Life has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that New York Life is, indeed, among the best in its industry. I congratulate New York Life on a job well done.”

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 managements optimize the performance of their centers 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 visithttp://www.BenchmarkPortal.com.

About New York Life
New York Life Insurance Company, a Fortune 100 company founded in 1845, is the largest mutual life insurance company in the United States* and one of the largest life insurers in the world. New York Life has the highest possible financial strength ratings currently awarded to any life insurer from all four of the major credit rating agencies: A.M. Best (A++), Fitch (AAA), Moody’s Investors Service (Aaa), Standard & Poor’s (AA+).** Headquartered in New York City, New York Life’s family of companies offers life insurance, retirement income, investments and long-term care insurance. New York Life Investments*** provides institutional asset management and retirement plan services. Other New York Life affiliates provide an array of securities products and services, as well as retail mutual funds. Please visit New York Life’s website at http://www.newyorklife.com for more information.

*Based on revenue as reported by “Fortune 500 ranked within Industries, Insurance: Life, Health (Mutual),” Fortune magazine, May 20, 2013. See http://money.cnn.com/magazines/fortune/fortune500/2013/faq/?iid=F500_sp_... for methodology. **Source: Individual Third Party Ratings Reports as of 6/4/13. ***New York Life Investments is a service mark used by New York Life Investment Management Holdings LLC and its subsidiary, New York Life Investment Management LLC.

AutoTrader.com Achieves Certification as a BenchmarkPortal Center of Excellence

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the AutoTrader.com Contact Center by awarding it Certification as a Center of Excellence. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

The AutoTrader.com Consumer and Specialty Sales customer contact center 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. “Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s database of contact center metrics, which was founded at Purdue University and is the largest in the world. This achievement confirms the call center’s ability to deliver service that is both efficient and effective.”    

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. AutoTrader.com has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that AutoTrader.com is, indeed, among the best in its industry. I congratulate AutoTrader.com on a job well done.”

“A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center’s customers, employees, and shareholders,” 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 visithttp://www.BenchmarkPortal.com.

About AutoTrader
Created in 1997, Atlanta-based AutoTrader.com is the Internet's ultimate automotive marketplace. As a leading resource for car shoppers and sellers, AutoTrader.com aggregates millions of new, used and certified pre-owned cars from thousands of dealers and private sellers and provides expert articles and reviews. AutoTrader.com, which also operates the AutoTraderClassics.com auto marketing brand, is wholly owned by AutoTrader Group. Additionally, AutoTrader Group owns Kelley Blue Book (KBB.com®) as well as four other companies that provide a full suite of software tools that help dealers and manufacturers manage their inventory and advertising online: vAuto®, HomeNet Automotive®, VinSolutions® and Automotive Information Systems (AIS). AutoTrader Group is a majority-owned subsidiary of Cox Enterprises. Providence Equity Partners is a 25 percent owner of the company and Kleiner Perkins Caufield & Byers is also an investor. For more information, please visithttp://press.autotrader.com.

Revolv Contact Center Achieves Its Third Certification as a BenchmarkPortal Center of Excellence

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the Revolv Contact Center by awarding it Certification as a Center of Excellence for the third year in a row. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

The Revolv customer contact center 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. “This certification attests to the fact that call center leaders have successfully balanced efficiency and effectiveness in their operations. By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important consumer products sector”    

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. Revolv has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Revolv is, indeed, among the best in its industry. I congratulate Revolv on a job well done.”

“A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center’s customers, employees, and shareholders,” 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 orvisithttp://www.BenchmarkPortal.com.

About Revolv
Revolv is a dental benefits administration and health informatics company. Our High-Tech, High-Touch approach allows us to improve revenue impact through reduced call response and revenue cycle times, as well as improved data integrity, cost containment and overall customer experience. We provide specialized customer services and advanced claims processing systems with true Real-Time claims adjudication capabilities, as well as ancillary services such as benefit-consultation, business analytics, quality assessment and integrity tools--all specifically designed to address the unique needs and regulatory landscape of the dental insurance marketplace. To join the revolution, visit myrevolv.com.

CallTalk™ Caramels: Employee Morale - Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes

We all know that poor morale causes agent churn and that lack of positive leadership can contribute to these maladies. We may even suspect that we, as managers, may be doing something wrong. But what should we do about it? Make some notes on the following thoughts and then execute in the coming weeks:

1. Copy success – as a leader, write down things done by your former leaders that created a positive influence on you and try to emulate those qualities, attributes and actions.
2. Get help through mentorship – good leaders are not afraid to seek help. Identify a leader (either from within or external to your organization, from perhaps a networking group, etc.) and ask them to mentor you. Once you seek help, be willing to follow the guidance of your mentor. There is no value in seeking help and assistance and not taking the medicine prescribed. Be willing to change!!
3. Listen – listening to the voice of the agent works wonders. Be humble and ask them to evaluate you on your performance; find out from their perspective those things that are working and those things that need improvement. Work to truly understand their needs.
4. Keep others informed – let team members, and even subordinates know that you are trying to correct problems. Ask them for feedback along the way.
5. Be caring – when leaders stop caring, followers stop caring. Show compassion and a true sense of engagement with others. Address the personal needs of the people within the contact center, not just those of corporate superiors.

In short, open your mind, your ears and your heart – but be organized about it. Pick one or two things to change and then execute and monitor. Once you have some success with your first initiatives, you can move on to others. You CAN make a real difference!

To listen to this CallTalk episode click here: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/calltalk-archive/employee-morale

This CallTalk Caramel was compiled and edited by Bruce Belfiore and Kamal Webb from a CallTalk episode with Kirk Weisler.

Industry Report Summer Sale - June 1 Through August 31

BenchmarkPortal offers three standard types of reports, listed here. These reports are updated on an annual basis, to assure that the data is current and relevant. Some of these reports are available immediately, while others may take up to five days to complete. We are also able to create special reports upon request. In all cases, we do our best to meet the time deadlines of our clients.

22-KPI In-Depth Industry Reports Our 22 Key Performance Indicator Industry Benchmark Report contains information drawn from BenchmarkPortal's flagship benchmarking survey, the In-Depth Reality Check(TM), which is the acknowledged industry standard for contact center benchmarking. 5 pages of tables of Industry Averages and Best of Industry Averages, for an extensive array of call center efficiency and effectiveness key performance metrics 14 Graphical Illustrations highlighting important key performance indicators, along with findings and Interpretations A Glossary of over 165 standard contact center and benchmark terms, with definitions and related computational formulas 22-KPI Summer Sale: $999 (normal price $1500) Discover More   » 12 KPI Industry Reports Our 12 Key Performance Indicator Industry Benchmark Reports include a more limited number of metrics, derived from our entry-level RealityCheck(TM) benchmarking survey. A table of Industry averages and best of industry averages for efficiency and effectiveness key performance metrics 14 graphical illustrations highlighting industry and best of industry averages. along with findings and Interpretations A glossary of over 165 standard contact center and benchmark terms with definitions and related computational formulas 12-KPI Summer Sale: $499 (normal price $650) Discover More   » Worldwide Industry Reports Our Worldwide Industry Benchmark Report contains contact center data broken out for three global regions – The Americas, EMEA (Europe, Middle East, Africa), and Asia-Pacific. 15 pages of tables (5 per geographical region) of industry averages and best of industry averages for an extensive array of call center efficiency and effectiveness key performance metrics 14 graphical illustrations showing side-by-side regional comparisons of key performance indicators, along with findings and Interpretations A glossary of over 165 standard contact center and benchmark terms with definitions and related computational formulas Worldwide Summer Sale: $1199 (normal price $2500) Discover More   »

CallTalk Show: Government Call Centers

Government Call Centers: How simple operational adjustments can lead to improved service levels and increased customer satisfaction.

Join host Bruce Belfiore, CEO, and Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families, as they discuss government call centers. Bruce and Kimblerly will discuss how simple operational adjustments can lead to improved service levels and increased customer satisfaction. This will be a discussion on how Government Call Centers are using industry leading technology to empower the front line, manage in real time, and streamline processes to improve service levels and customer service.

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: Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families

Kimberly Parish Barrett, Graduated Florida State University with a Bachelor's in Business and a Master's in Public Administration. Director of the Florida Abuse Hotline for 2+ years, previous experience as the Verint/Workforce Management Administrator, Data Analyst, and Call Floor Supervisor (5 years), Certified Public Manager.

Listen on demand here: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/calltalk-archive/government-call-centers