BenchmarkPortal Certifies MAXIMUS Indiana Contact Center
October 16, 2013
By Anuradha Shukla
, TMCnet Contributor
MAXIMUS has achieved Center of Excellence certification by BenchmarkPortal (News - Alert) for its Indiana Enrollment Broker Services customer contact center.
BenchmarkPortal is a contact center research and consulting organization and awards this distinction to only the top 10 percent of those benchmarked each year.
In order to achieve this certification as a Center of Excellence, MAXIMUS underwent a rigorous benchmarking process, which compared its operational metrics to those of its peers.
The research and consulting organization used a large database of contact center metrics to award this certificate.
“Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry,” said BenchmarkPortal CEO Bruce Belfiore. “Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies.”
The certification of the MAXIMUS Indiana EBS customer contact center was also achieved based on key performance indicators including first call resolution and cost per call. Other factors such as utilization of human resources, call waiting time and agent satisfaction were also taken into account.
“MAXIMUS has 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. I congratulate MAXIMUS on a job well done,” added Belfiore.
Earlier this year MAXIMUS expanded its independent medical review business by completing the acquisition of Health Management Limited, an independent provider of occupational health care services in the United Kingdom.
MAXIMUS has developed its independent medical review business in the United States over several years and is now eyeing the UK market.
Chief executive officer of MAXIMUS, Richard A. Montoni finds Health Management and MAXIMUS to share the same fundamental values. Both companies value quality and are dedicated to provide innovative solutions to address the health, social and productivity challenges of their clients.
Edited by Blaise McNamee