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AMA Unified Service Center Earns BenchmarkPortal Certification

The American Medical Association’s Unified Service Center (USC) has been awarded the prestigious BenchmarkPortal certification that places the center in the top 10 percent of customer service call centers nationwide in both efficiency and effectiveness. 

CHICAGO – The American Medical Association's Unified Service Center (USC) has been awarded the prestigious BenchmarkPortal certification that places the center in the top 10 percent of customer service call centers nationwide in both efficiency and effectiveness. This award is given in conjunction with the Center for Customer-Driven Quality at Purdue University .

“This certification is a direct result of the USC's commitment to balancing cost-effective service solutions with best-in-class service performance, said Dr. Jon Anton, Adjunct Professor at Purdue University and founder the Center for Customer-Driven Quality at Purdue University . “It is an achievement of distinction.” The USC is responsible for handling service inquiries associated with AMA membership and revenue-generating products business products, including books, journals, credentialing products, and the AMA Physician Masterfile.

The USC also serves an important organizational role by supporting the AMA's general number. "We are thrilled to be recognized with such an esteemed award," said Gloria Gupta, Director, Unified Service Center . "USC Service Representatives respond to approximately 325,000 phone and email inquires annually and consistently receive high satisfaction ratings from physician members, perspective members, and non-physician customers.”

To earn the Center Of Excellence designation, a call center must meet objective, quantitative criteria and pass audits by BenchmarkPortal researchers. Key drivers of successful call center performance in customer service include operational efficiency, service level standards, process management, customer satisfaction, leadership, resources and employee training. For more information, please contact: Lisa Bevilacqua AMA Media Relations 312-464-5980 

About BenchmarkPortal
BenchmarkPortal is the custodian of the Purdue Research Foundation database of contact center performance metrics, the largest such database in the world.  The data is collected in conjunction with the Center for Customer-Driven Quality at Purdue University . In 2005, BenchmarkPortal received U.S. Patent #6,877,034 for its unique methodology of call center performance evaluation through metric gap analysis. BenchmarkPortal provides industry reports, and professional services for contact centers in the areas of operational metrics, customer satisfaction measurement, and agent satisfaction measurement.

 

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