Florida Power & Light Company Certified as a Center of Excellence by BenchmarkPortal
August 08, 2012
By Mandira Srivastava
, TMCnet Contributor
BenchmarkPortal (News - Alert), the leader in Call Center Certification and host to the largest database of call center metrics in the world, has recognized Florida Power & Light Company for its excellent customer service.
Florida Power & Light Company, a rate-regulated electric utility in Florida - serving approximately 4.6 million customer accounts employing approximately 10,000 employees, has earned Customer Care center certified as a Center of Excellence by BenchmarkPortal for 2012. For this certification, customer contact centers are rated against a metrics for their performance in operational effectiveness and efficiency. Every year, this certification is awarded to about 10 percent of the hundreds of contact centers that apply for this.
"A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence," said BenchmarkPortal CEO Bruce Belfiore. "The obvious beneficiaries of this commitment are the center's customers, employees and shareholders. We certified FPL's Customer Care operation as a Center of Excellence after evaluating the company's effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service."
According to a press release, the BenchmarkPortal professional have gained international recognition for their expertise and innovative approach to best practices for the contact center industry and hosts the world's largest database of contact center metrics customer contact centers. For doing the assessment for certification, their team audits and verifies the center's key performance indicators and data. Contacts centers are measured against their industry peers for demonstrating superior performance on both quality-related metrics and cost-related metrics.
"We are very proud to have achieved this recognition as a Center of Excellence," said FPL Vice President of Customer Service Marlene Santos. "The continued commitment of our employees to quality and superior customer service played a huge part in our being awarded this honor. I would like to thank the Customer Care employees who helped us meet the stringent requirements for certification. Without their commitment and dedication, this award would not be possible."
According to some other company news, BenchmarkPortal improves call center evaluation trough automation of benchmarking with their new tool iBenchmark, an industry first.
Edited by Juliana Kenny