Bright Horizons Call Center Earns Center of Excellence Certification
April 30, 2012
By Amanda Ciccatelli
, TMCnet Web Editor
Bright Horizons Family Solutions, provider of employer-sponsored child care, early education, and work/life solutions, today revealed that its call center has been certified as a Center of Excellence by BenchmarkPortal (News - Alert), one of the most prestigious awards in the customer service and support industry.
Serving more than 900 clients across the U.S., Europe, Canada and India, Bright Horizons offers programs including child care and early education, back-up care, elder care, college counseling, and work/life consulting.
"At Bright Horizons, the first point of contact for many families is our call center. When families call us looking for care for their loved ones they need to be served by people who do much more than process a transaction - they need personal service from someone ready to provide a customized caring solution for them," said Marc Bernica, Vice President of Operations at Bright Horizons, in a statement.
The Bright Horizons Contact Center, located Broomfield, Colorado, recently expanded its facilities in to accommodate the businesses' rapid growth. It supports the company's full service child care, emergency back-up care, adult learning and college counseling operations. The contact center staff constantly strives to provide exceptional customer service with a customer satisfaction score averaged 97.3 percent for 2011.
"Agent satisfaction is one of the areas we survey in our assessment. Bright Horizons agents scored a dramatic 100 percent for having pride in their work and for providing sincere interactions with their clients,” BenchmarkPortal senior consultant Dru Phelps said.
In order to be certified as a Center of Excellence by BenchmarkPortal, a call center must rank in the top 10 percent of the call centers surveyed. Contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared to industry peers earn the award.
Edited by Rich Steeves