June 25, 2013
MAXIMUS Call Centers Achieve Certification as Centers of Excellence
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.