BenchmarkPortal and the Center for Customer-Driven Quality at Purdue University have recognized Harland Printed Products' two customer care centers as "Certified Centers of Excellence," placing them among the top 10 percent of call centers evaluated.
ATLANTA (October 6, 2004) - BenchmarkPortal and the Center for Customer-Driven Quality at Purdue University have recognized Harland Printed Products' two customer care centers as "Certified Centers of Excellence," placing them among the top 10 percent of call centers evaluated. The two customer care centers, located in Atlanta and Salt Lake City, have over 300 agents who handle four million calls annually from thousands of financial institutions nationwide. Harland Printed Products is a division of John H. Harland Company (NYSE: JH). "Our customer care agents are the day-to-day face of Harland for our customers," said Rita Parker, vice president of Customer Care for Harland Printed Products. "They strive to exceed our customers' expectations, many of which have their own distinguished customer service operations, and this certification is fitting recognition of their efforts."
The certification is based on best practice metrics drawn from the world's largest database of call center information. Centers are evaluated based on objective, quantitative data, which is audited and validated by researchers from BenchmarkPortal and the Center for Customer-Driven Quality. "This certification attests to the fact that Harland Printed Products' customer care center managers have successfully balanced efficiency and effectiveness in their operations," said Dr. Jon Anton of Purdue University's Center for Customer-Driven Quality. "By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important and competitive sector."
BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: www.BenchmarkPortal.com
Atlanta-based John H. Harland Company (NYSE: JH) (www.harland.net) is a leading provider of software and printed products to the financial and educational markets. Harland Financial Solutions, Inc. (www.harlandfinancialsolutions.com), a wholly owned subsidiary, supplies software and services, including customer relationship management, deposit and loan origination, core systems and mortgage services to thousands of financial institutions of all sizes. Harland's printed products offerings include checks, direct marketing and financial forms. Scantron Corporation (www.scantron.com), a wholly owned subsidiary, is a leading provider of both paper and electronic-based services and systems for the collection, management and interpretation of data to the financial, commercial and educational markets. This press release contains statements, which may constitute "forward-looking statements." These statements include statements regarding the intent, belief or current expectations of John H. Harland Company and members of its respective management, as well as the assumptions on which such statements are based. Prospective investors are cautioned that any such forward-looking statements are not guarantees of future performance and involve risks and uncertainties and that actual results may differ materially from those contemplated by such forward-looking statements. Reference is made to the Risk Factors and Cautionary Statements in Harland's Form 10-K and Form 10-Q filed under the Securities Exchange Act. For more information contact: John Pensec Director of Corporate Communications 770-593-5443 firstname.lastname@example.org Susan Hampton BenchmarkPortal, Inc. SusanHampton@BenchmarkPortal.com