LifeCare’s Call Center in the top 10 percent of the 20,000 call centers studied throughout North America.
LifeCare ® Call Center Earns “ Center of Excellence ”
Certification from Purdue University
WESTPORT, CT, March 28, 2007—LifeCare ® , Inc., provider of comprehensive specialty care services and a longtime leader in the work/life industry, announced today that its Call Center has been recognized as a Certified Center of Excellence by the Center for Customer-Driven Quality at Purdue University. This certification ranks LifeCare's Call Center in the top 10 percent of the 20,000 call centers studied throughout North America . To earn the Center Of Excellence certification, LifeCare's Call Center met objective, quantitative criteria and passed audits led by Dr. Jon Anton , Adjunct Professor at Purdue University and founder of the Customer-Driven Quality . LifeCare's Call Center also demonstrated superior operational efficiency, service level standards, process management, customer satisfaction, leadership, resources and employee training. “A center that achieves certification demonstrates a remarkable commitment to service excellence,” said Dr. Anton. “Certification is such a distinction because it is based on best-practice metrics drawn from the Center for Customer-Driven Quality at Purdue University database of contact center metrics, the largest in the world. This achievement confirms the call center's ability to deliver service that is both efficient and effective.” Located in Shelton, Connecticut, LifeCare's Call Center employs more than 150 Specialists who provide coaching, counseling, education and referrals to callers 24/7 regarding the full spectrum of work/life and specialty care needs—including child care and parenting, elder care, pregnancy and adoption, health and wellness, legal and financial matters, education, balancing work and family life and more. LifeCare's Call Center receives hundreds of calls daily from the employees and members of its 1,500 client organizations nationwide. On average, 95 percent of LifeCare's users consistently rate its service “good” to “excellent.” “We're absolutely delighted to receive this prestigious recognition from the Center for Customer-Driven Quality,” said LifeCare CEO, Peter G. Burki. “We've always known that our Specialists are among the best in the industry in terms of their professionalism and unwavering commitment to outstanding service. This certification is something that every one of our Specialists can take great pride in because they each have a personal stake in it.” “The entire Call Center team truly is proud of this recognition from Purdue University ,” said Colleen McGrath, manager of operations at LifeCare's Call Center . “It's gratifying to all of us to receive such esteemed, independent affirmation of our commitment to quality service.” About LifeCare ® , Inc. LifeCare provides clients with specialty care services and customized care plans for all aspects of their personal and professional lives, including child care and parenting, elder care and healthy aging, education and personal growth, financial and legal matters, and far beyond. LifeCare serves 1,500 client companies with 4.5 million individuals within corporations, health plans, government agencies and unions. For more information, visit www.lifecare.com . About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue Research Foundation database of contact center performance metrics, the largest such database in the world. 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. They provide reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. For further research information visit www.BenchmarkPortal.com For more information contact: Susan Hampton, Corporate Communications Specialist (805) 614-0123 ext. 36 SusanHampton@BenchmarkPortal.com