The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient.
Los Angeles, CA (PRWEB) August 13, 2014
The MESSA member service center was certified earlier this year 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. MESSA has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that MESSA is, indeed, among the best in its industry. I congratulate MESSA 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.
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.
MESSA is a not-for-profit membership association and a Michigan business success story. MESSA employs 300 staff members throughout Michigan. MESSA consistently earns satisfaction scores above 90% from its members. MESSA provides affordable, high-quality health plans to Michigan’s education employees. In addition to outstanding customer service and best business practices, MESSA places a strong emphasis on member education, wellness and preventive care. Discover more about MESSA at http://www.messa.org.