Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.
Los Angeles, CA (PRWEB) September 05, 2014
The Santa Clara Family Health Plan (SCFHP) call 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. “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 call center 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. SCFHP has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that SCFHP is, indeed, among the best in its industry. I congratulate SCFHP on a job well done.”
“Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence. It is an achievement of distinction,” added Belfiore, who has been with the company since 2000.
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 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 visit http://www.BenchmarkPortal.com.
About Santa Clara Family Health Plan
Santa Clara Family Health Plan (SCFHP) is a local, public, not-for-profit health plan that provides high-quality health coverage to residents of Santa Clara County. Through a dedicated partnership with an expansive network of doctors and medical professionals, SCFHP acts as a bridge between the health care system and those who do not have access to, or cannot afford health care. SCFHP is the local plan for Medi-Cal and Healthy Kids in Santa Clara County (Medi-Cal is a public insurance program and Healthy Kids is a locally funded insurance program).
SCFHP began in 1997 and is now proud to provide services to over 179,000 members. Through devotion to outstanding service and care for the community, SCFHP is committed to providing quality, affordable health insurance to the underserved in Santa Clara County’s diverse population.