Wright Express' Call Center Recognized among 100 Best Call Centers by BenchmarkPortal Study
July 27, 2012
By Rajani Baburajan
, TMCnet Contributor
Wright Express Corporation, a provider of value-based business payment processing and information management solutions, announced its call center was recognized among 100 best call centers by BenchmarkPortal (News - Alert).
The company was recognized for having one of the Top 20 medium-sized call centers for 2012 in the United States and Canada. This is the second consecutive year Wright Express Corporation has been recognized as one among 100 best call centers.
BenchmarkPortal was founded at Purdue University (News - Alert). It has a huge database of call center metrics in the world and includes thousands of participants. Services offered by BenchmarkPortal include call center benchmarking, call center training, and call center certification worldwide.
Call centers are ranked in three categories: small (5-99 agents), medium (100-249 agents), and large (250+ agents). This year, Wright Express Corporation moved up to the medium call center category from its placement in the small group in 2011.
"We are extremely proud of our contact center for earning top 20 recognition both years that we've participated in this study," said Jamie Morin, senior vice president of client services at Wright Express, in a statement.
According to Morin, the study is a great resource to benchmark and reinforce the progress of call centers. “Quality of service has helped us maintain industry leading levels of customer satisfaction and retention."
The rankings are compiled using a database of call center metrics and measurements for feedback. The benchmark study analyzed competitive strengths and weaknesses of each call center and ranked them accordingly within their respective size group.
"Wright Express' ranking in the top one-fifth of the 100 top call centers in its category is a true testament to the company's commitment to customer service and to its employees," said Bruce Belfiore, chief executive officer of BenchmarkPortal, in a statement.
BenchmarkPortal recently also recognized the exceptional efficiency and effectiveness of the Teachers Credit Union Member Call Center by awarding it Certification as a Center of Excellence for the second year in a row. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.
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Edited by Stefanie Mosca