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Ovid Technical Support Team Receives “Certification of Excellence” from Customer Service Expert BenchmarkPortal

Ovid joins the ranks of Dell, Microsoft, Broadview, and other organizations that have achieved this prestigious certification

New York, NY (February 1, 2006) – Ovid Technologies, a Wolters Kluwer business and global leader in electronic medical, scientific, and academic information research solutions, is pleased to announce that its North and South American Technical Services team has received certification as a “Center of Excellence” from BenchmarkPortal, a leading source for customer relationship management (CRM) information and best practices, and part of The Center for Customer-Driven Quality at Purdue University . Only 10% of companies that apply and undergo a rigorous assessment receive a “Certification of Excellence.”

“Our original intention for using BenchmarkPortal was to have third-party assessment of the team's performance as it interacts with customers, in an effort to learn best practices and identify areas for operational improvement,” said Gary Foster, CEO of Wolters Kluwer Health's Medical Research unit, which includes Ovid and Lippincott Williams & Wilkins medical journals. “Receiving certification as a “Call Center of Excellence” is a testament to the team's superior performance in critical areas of customer service. I'm very proud of the team for its continued dedication to customer satisfaction.”

Ovid's North and South American Technical Service groups were evaluated against the computer software industry sector of BenchmarkPortal's database of best practices. A team of experienced researchers, led by Dr. Jon Anton, the Director of Benchmarking at The Center for Customer-Driven Quality at Purdue University , undertook an extensive onsite audit to assess the Ovid team in terms of customer satisfaction, service level standards, resources, employee training, leadership, process management, and operational efficiency. Dr. Anton stated, "Ovid Technologies now ranks in the top 10 percent of thousands of centers. To achieve the ' Center of Excellence ' certification, the Ovid Technical Support Team mastered handling calls efficiently, performing to quantity best practices, while simultaneously delivering quality call handling experiences—a truly balanced scorecard."

The audit included a BenchmarkPortal-administered Customer Satisfaction Survey, which involved hundreds of current Ovid customers, and also took into account customer service ratings from Ovid-administered surveys and thousands of technical support cases logged over the past year. Some of the highlights of the audit include:

  • 74.8% of customers rate Ovid customer service as outstanding (industry average = 44%)
  • 68% of calls or emails are resolved with only one call to an Ovid support representative
  • 85%, of calls or emails are resolved within the same business day (industry average = 5%)

Ovid is planning additional BenchmarkPortal assessments for the remaining groups within its global Technical Services and Customer Support departments.

About Ovid Technologies Ovid Technologies is a globally focused information solutions provider offering clinicians, professionals, students, and researchers in the medical, science, and academic fields customizable solutions of content, tools, and services that make research smarter, faster, and more effective. Ovid is used by the world's leading colleges and universities; medical schools; academic research libraries and library consortia; hospitals and healthcare systems; pharmaceutical, engineering and biotechnology companies; and HMOs and clinical practices. Ovid is an operating company of Wolters Kluwer Health, a division of Wolters Kluwer, a leading multinational publisher and information services company with annual sales (2004) of 3.3 billion and approximately 18,400 employees worldwide.

About BenchmarkPortal BenchmarkPortal (BMP) is the custodian of the database of contact center performance metrics in conjunction with The Center for Customer-Driven Quality at Purdue University . This is the largest database of best practice metrics in the world. BMP provides peer group reports, industry reports, and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. In 2005, BMP received a U.S. Patent (#6,877,034) for its unique methodology of online contact center performance benchmarking through metric gap analysis. BenchmarkPortal's Web site can be found at: . For additional information about BenchmarkPortal contact: Susan Hampton BenchmarkPortal, Inc. (805) 614-0123 ext. 36 

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."


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