A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. Mayo has shown its ability to achieve that balance through its objective performance metrics.
Rochester, MN (PRWEB) May 08, 2013
The Mayo Medical Laboratories 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. “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. Mayo has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Mayo is, indeed, among the best in its industry. I congratulate Mayo 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.
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 http://www.BenchmarkPortal.com.
About Mayo Medical Laboratories
Mayo Medical Laboratories (MML) is a global reference laboratory operating within Mayo Clinic’s Department of Laboratory Medicine and Pathology. The practice was established in 1971 to advance the local delivery of laboratory medicine by providing clinical expertise and direct access to Mayo Clinic’s world-renowned staff and resources. Mayo Medical Laboratories has also provided comprehensive outreach support for more than 40 years.
Mayo Medical Laboratories (MML) is the laboratory outreach arm of Mayo Clinic. Mayo Laboratory Inquiry (MLI Call Center) is the contact center for MML that provides customer service 24/7 365 days a year. MLI's goal is to provide the best care to every patient everyday regardless if the patient is being cared for at one of the Mayo Clinic Sites or another hospital throughout the world. Our mission is "The needs of the patient come first." We have three testing sites that we support (Mayo Clinic Rochester, Mayo Clinic Florida, Mayo Clinic Arizona), with a consolidated call center of 53 FTE, which include our management/quality team. This department is considered a support service to our clients and sales staff.