MAXIMUS Certified for Leadership in the Call Center Industry
May 30, 2012
By Anuradha Shukla
, TMCnet Contributor
The MassHealth and Georgia Families customer contact centers of MAXIMUS have been certified for leadership in the call center industry.
These facilities have been certified as Centers 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 (News - Alert) CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”
MAXIMUS is a health and human services administrator for governments in the United States, United Kingdom, Canada and Australia. It delivers administrative solutions to improve the cost effectiveness, efficiency and quality of government-sponsored benefit programs.
The company underwent a rigorous benchmarking process to achieve this prestigious certification.
During this process its organization’s operational metrics were compared to those of its peers by using the world's largest database of contact center metrics.
Several key performance indicators were taken into account including first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources.
“A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs,” added Belfiore. “MAXIMUS has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that MAXIMUS is, indeed, among the best in its industry. I congratulate MAXIMUS on a job well done.”
BenchmarkPortal was recently in news for partnering with and Symmetrics to present a live webinar on iBenchmark, the latest innovation in call center benchmarking technology.
Edited by Juliana Kenny