Bright Horizons Call Center Recognized as Center of Excellent for Second Consecutive Year
November 16, 2012
By Rory Lidstone
, TMCnet Contributing Writer
Bright Horizons Family Solutions, a provider of employer-sponsored child care, early education and work/life solutions, recently had its Colorado-based contact center certified for the second consecutive year as a Center of Excellence by BenchmarkPortal (News - Alert). This contact center was first honored with this prestigious award earlier in the year.
In order to be certified as a Center of Excellence by BenchmarkPortal, a call center must rank in the top 10 percent of all call centers surveyed that year. As such, only contact centers that demonstrate superior performance in terms of cost- and quality-related metrics compared to industry peers earn the award.
"The core mission of Bright Horizons is to help employees balance the demands of work and family life. When someone contacts our call center, they are in need of assistance, whether they are seeking care for a young child or a dependent elder, looking for answers on college admissions, or investigating the steps toward furthering their own education. Our call center team is specially trained to provide a customized caring solution for them," said Marc Bernica, vice president of Operations at Bright Horizons. "We are honored to earn this recognition for the second consecutive year."
Located in Broomfield, Colorado, the Bright Horizons contact center supports the community's full-service child care, emergency backup care, adult learning and college counseling operations. The center's staff earned a customer satisfaction score of 95 percent for the entire first nine months of 2012, while the contact center itself is expect to grow by 45 percent by the end of the year.
BenchmarkPortal's College of Call Center Excellence recently wrapped up its last round of training programs for the year in Las Vegas, Nevada. However, the company has already announced dates for its 2013 college training schedule, the majority of which are for its Call Center Online Training Program.
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Edited by Brooke Neuman