Ameritas Contact Center Receives Fifth BenchmarkPortal Excellence Certification
March 01, 2012
By Chris Freeburn
, TMCnet Web Editor
Ameritas Group’s customer contact center has been awarded a fifth consecutive Center of Excellence certification from BenchmarkPortal (News - Alert). The certification program uses the largest call center benchmarking database in the world to measure call center operational metrics, including customer satisfaction and agent satisfaction. Ameritas Group is a division of Ameritas Life Insurance Corporation, and focuses on dental, vision, hearing and eye care products and runs a nationwide U.S. dental service network.
“Last year, our contact center team not only attained certification for a fifth straight year, but it was named fourth in BenchmarkPortal’s Top 100. Our contact center professionals are focused. And, they’re empowered to offer customers the best solutions available,” said Ameritas Group President Ken VanCleave in a company statement announcing the certification. “We take pride in maintaining award-winning service for our customers. We truly are a center of excellence.”
While other certification processes concentrate on low-impact measures like process handling methods, BenchmarkPortal certification audits a contact center’s key performance metrics and compares them against results from competing organizations. The top 10 percent of participating contact center teams receive the Center of Excellence.
“The certification of Ameritas 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,” Bruce Belfiore, BenchmarkPortal chief executive officer, said in the release.
Ameritas Group recently announced a series of upgrades to its online dental benefit and claims information and secure membership websites. The company noted that it had liaised with internal and external technical experts to review current claims information and identify areas for improvement during the website development process. The effort included applying behavioral science to improve the way details are provided. The company held focus groups with policyholders and network dentists to obtain feedback later used to assist members better understand their dental benefits and claims information. The company indicated the website improvements included new links to informational webpages, containing relevant explanations of benefit details, including coinsurance, deductible and maximum, and up-to-date information on remaining benefits, and enhanced claims search function, and a new section providing dental claims processing information.
BenchmarkPortal, a call center benchmarking, certification, training and consulting company, was launched by Dr. Jon Anton of Purdue University (News - Alert) in 1995. The company now maintains the largest call center industry metrics database.
Edited by Rich Steeves