MAXIMUS Call Center Recognized for Operational Efficiency and High Quality Customer Service
September 30, 2011
By Anil Sharma
, TMCnet Contributor
Georgia Childcare and Parent Services (CAPS) call center of MAXIMUS has been recognized as a "Certified Center of Excellence" by BenchmarkPortal (News - Alert) in collaboration with the Center for Customer-Driven Quality (CCDQ).
Georgia CAPS is a statewide program that helps more than 57,000 children from low-income working families and families receiving Temporary Assistance for Needy Families (TANF) benefits access child care services.
BenchmarkPortal audited the Georgia CAPS call center against a balanced scorecard of metrics for efficiency and effectiveness and found the project ranks among the top ten percent of call centers surveyed.
BenchmarkPortal is the custodian of the Center for Customer-Driven Quality database of contact center metrics, the largest in the world, which was founded at Purdue University (News - Alert). It provides reports, products and services for contact centers in the areas of benchmarking, certification, training and research.
Officials with MAXIMUS claimed that the Georgia CAPS project met and surpassed BenchmarkPortal's rigorous standards of efficiency and effectiveness in areas such as cost per call, agent turnover, speed of answer, and caller satisfaction.
"The certification of our Georgia CAPS project is evidence of our commitment not only to deliver high quality services to child care providers across the state, but also to provide efficient and cost-effective services for the Georgia Department of Human Services," said Akbar Piloti, president and general manager of the MAXIMUS Human Services Segment, in a statement.
MAXIMUS is a provider of government services worldwide and is devoted to providing health and human services program management and consulting services to its clients.
Bruce Belfiore, CEO of BenchmarkPortal said that those contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers earn the award.
"Georgia CAPS has demonstrated an ability to balance a commitment to customer service excellence with cost-effective service strategies," said Belfiore.
Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.