MAXIMUS Georgia Childcare and Parent Services Contact Center Earns Call Center Certification
December 26, 2012
By Rajani Baburajan
, TMCnet Contributor
BenchmarkPortal (News - Alert) is a call center certification company that recognizes call centers based on their efficiency and effectiveness in improving customer experience. The certification also measures companies’ operational metrics, customer satisfaction and agent satisfaction.
The most recent contact center to get this certification is MAXIMUS Georgia Childcare and Parent Services Contact Center. The contact center was awarded Certification as a Center of Excellence for the second year in a row.
BenchmarkPortal’s call center certification is significant because only the top 10 percent of those benchmarked annually achieve this distinction.
According to BenchmarkPortal officials, a great contact center operation reflects management’s passion for balancing the demands of high quality and low costs.
MAXIMUS Georgia CAPS operations have 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.
“MAXIMUS Georgia Childcare and Parent Services (CAPS) Contact Center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization,” said BenchmarkPortal CEO Bruce Belfiore, in a statement.
“Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry,” Belfiore added.
The call center certification is achieved after a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world's largest database of contact center metrics. Experts audit and verify key data from the contact center applying for certification.
Key performance indicators (KPI) such as first call resolution, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are taken into account.
BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry. The benchmarking study also assesses if the performance of the contact center is superior. Customer satisfaction is the goal, balanced by financial metrics which show that the center is being operated efficiently.
According to Belfiore, Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure.
Edited by Stefanie Mosca