BenchmarkPortal Recognizes Proctor Financial, Inc. for its Superior Call Center Quality
November 08, 2011
By Madhubanti Rudra
, TMCnet Contributor
Proctor Financial, Inc., the United States' seventh largest independent insurance intermediary, has reportedly earned one of the service and support industry’s most prestigious honors.
In a recent press release, PFI announced that it has earned a Center of Excellence certification for call center services from BenchmarkPortal (News - Alert). Founded by Dr. Jon Anton at Purdue University, BenchmarkPortal is considered an industry leader in call center benchmarking, call center training, and call center certification worldwide.
The Center of Excellence certification is awarded to customer service call centers that rank in the top ten percent of the call centers surveyed. The companies are evaluated and given rank on the basis of a balanced scorecard of metrics for efficiency and effectiveness. The contact centers that demonstrate superior performance in terms of both cost and quality, are sorted out. The winner is selected from among the companies belonging to this top layer.
CEO of BenchmarkPortal Bruce Belfiore said that PFI was selected for the award only after strong evaluation of the company's effectiveness and efficiency in interacting with their customers. He particularly appreciated the company’s commitment to superior customer service.
“This certification is a testament to the quality commitment present in every agent, team leader, supervisor and manager we have in our borrower care center. PFI has established a robust training program combined with an innovative call center management system to maintain these high service levels, which meet or exceed our clients' expectations and metrics,” Chief Administrative Officer of PFI Mohamed Elewa noted in a statement.
Headquartered in Troy, Michigan, PFI is a wholly-owned subsidiary of Brown & Brown, Inc. Proctor Financial is considered one of the pioneers of lender-placed insurance.
Recently, Canon USA (News - Alert), the leader in digital imaging, won the Benchmark Portal’s Center of Excellence award this year for the third year in a row.
Madhubanti Rudra is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell