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New York’s E-ZPass Customer Service Center Recognized for World-Class Customer Service

DALLAS, TX:  October 16, 2007 — Affiliated Computer Services, Inc., (NYSE:  ACS), a premier provider of business process and information technology outsourcing solutions, announced today that its New York E-ZPass Customer Service Center received for the second time a “Certified Center of Excellence” designation from BenchmarkPortal and the Center for Customer-Driven Quality at Purdue University.  ACS operates the call center for the Metropolitan Transportation Authority-Bridges and Tunnels, the New York State Thruway Authority and the Port Authority of New York and New Jersey.

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. This distinction places the E-ZPass Customer Service Center in Staten Island, New York, among the top ten percent of call centers evaluated.  The certification required a rigorous review by BenchmarkPortal, repository of the world’s largest database of call center performance metrics. “The certification audits performed by Purdue University show that the New York E-ZPass call center lives up to ACS’ reputation as reliable and responsive,” said Michael Huerta, ACS Managing Director of Transportation Solutions.

“This is a testament to the integrity, talent and innovation of the employees and managers of the center. We are honored by this distinction.” Dr. Jon Anton, Founder of Purdue University's Center for Customer-Driven Quality stated, “We have audited thousands of call centers, but have found that less than 10% operate at an efficiency and effectiveness level to be certified as a “Center of Excellence.”  The ACS managers have successfully focused their organization of people, processes, and technology to achieve the superior performance levels that we require.” ACS is the nation’s leader in electronic toll collection, handling more than 50 percent of the nation’s electronic toll transactions, processing over $2.4 billion in toll revenue and supporting more than ten million customers annually. About BenchmarkPortal 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.

In 2005, BenchmarkPortal, Inc. received U.S. Patent #6,877,034 for its unique methodology of call center performance evaluation through metric gap analysis.  BenchmarkPortal’s Web site can be found at: www.benchmarkportal.com For additional information about BenchmarkPortal contact: Chris Ablan BenchmarkPortal, Inc. (970) 688-4152 chris@benchmarkportal.com ACS, a FORTUNE 500 company with more than 60,000 people supporting client operations in nearly 100 countries, provides business process and information technology outsourcing solutions to world-class commercial and government clients.  The company’s Class A common stock trades on the New York Stock Exchange under the symbol “ACS.”  ACS makes technology work.  Visit ACS on the Internet at www.acs-inc.com. Jon Puckett Vice President Investor Relations Affiliated Computer Services, Inc. 214-841-8281 jon.puckett@acs-inc.com Media Contact Kevin Lightfoot Vice President Corporate Communications Affiliated Computer Services, Inc. 214-841-8191 kevin.lightfoot@acs-inc.com

The statements in this news release that do not directly relate to historical facts constitute “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995.  These statements are subject to numerous risks and uncertainties, many of which are outside the Company’s control.  As such, no assurance can be given that the actual events and results will not be materially different than the anticipated results described in the forward-looking statements.  Factors could cause actual results to differ materially from such forward-looking statements.  For a description of these factors, see the Company’s prior filings with the Securities and Exchange Commission, including our most recent filing. ACS disclaims any intention or obligation to revise any forward-looking statements, whether as a result of new information, future event, or otherwise.

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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."
ARAG GROUP

 

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