The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient.
Santa Barbara, CA (PRWEB) October 24, 2013
Lincoln Financial Group’s Individual Annuity Operations 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. Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies.”
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.
“The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient,” said Belfiore. “ It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence. Lincoln Financial Group has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Lincoln Financial Group is, indeed, among the best in its industry. I congratulate Lincoln Financial Group on a job well done.”
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 Lincoln Financial Group
Lincoln Financial Group is the marketing name for Lincoln National Corporation and its affiliates. With headquarters in the Philadelphia region, the companies of Lincoln Financial Group had assets under management of $189 billion as of June 30, 2013. Through its affiliated companies, Lincoln Financial Group offers: annuities; life, group life, disability and dental insurance; employer sponsored retirement plans; savings plans; and comprehensive financial planning and advisory services. For more information, please visit http://www.LincolnFinancial.com.