Los Angeles, CA (PRWEB) April 23, 2014
The MetLife U.S. Service Delivery 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.”
The Center, based in Johnstown, PA, employs approximately 120 people and fields calls from MetLife employees across the U.S. who need assistance with HR-related transactions involving benefits, payroll, onboarding, and corporate licensing and registration.
“The certification reflects our commitment to excellence and validates our standing as a leading example of an organization that delivers a world-class customer service experience,” said Tina Honkus, Vice President of MetLife’s Service Delivery Center.
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. MetLife has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that MetLife is, indeed, among the best in its industry. I congratulate MetLife on a job well done.”
“The certification of MetLife is a direct result of its leadership’s commitment to balancing cost-effective service solutions with best-in-class service performance. 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 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.
MetLife, Inc., through its subsidiaries and affiliates (“MetLife”), is a leading global provider of insurance, annuities and employee benefit programs. MetLife holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. For more information, visit http://www.metlife.com.