BenchmarkPortal Awards United Concordia Dental with Center of Excellence Certification
July 31, 2012
By Rory Lidstone
, TMCnet Contributing Writer
BenchmarkPortal (News - Alert), a top player in the contact center industry, recently awarded United Concordia Dental's customer call center with certification as a Center of Excellence. A highly prestigious award, Center of Excellence certification suggests a high standard of performance on many levels.
"This certification by BenchmarkPortal is based on best practice metrics drawn from the world's largest database of objective and quantitative data — data that is both audited and validated," said Chip Merkel, president and CEO of United Concordia Dental, in a press release. "We earned this recognition because our call center's key performance indicators rank us in the top 10 percent of all centers when compared with industry peers."
Call centers which earn this recognition from BenchmarkPortal have received top scores in terms of metrics for both efficiency and effectiveness on a balanced scorecard founded at Purdue University (News - Alert). As such, United Concordia Dental's customer call center has demonstrated superior performance on both cost and quality-related metrics.
"This certification attests to the fact that United Concordia and its call center leaders have successfully balanced efficiency and effectiveness in their operations," said Bruce Belfiore, CEO and senior research executive of BenchmarkPortal. "By optimizing their cost components and ability to satisfy customers, United Concordia exemplifies best practices in a very important consumer products sector."
Benchmarl Portal also announced this week that its College of Call Center Excellence will conduct its annual Call Center Campus Week from November 5-9 in Las Vegas. This industry event features certification workshops for call center managers, information and discovery sessions and keynote presentations. Industry experts and BenchmarkPortal's premier team of instructors will be on hand to lead classes and group discussions, exploring the latest developments in the call center industry.
The Call Center Campus Certification Training will occur November 5-7, including certification workshops while the two-day symposium will occur on the 8th and 9th.
Edited by Juliana Kenny