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Delta Dental of Wisconsin’s Call Center Earns BenchmarkPortal Certification

The Benefit Center at Delta Dental of Wisconsin has been awarded the prestigious BenchmarkPortal certification, given in conjunction with the Center for Customer-Driven Quality located at Purdue University.

 

The certification means that Delta Dental's Benefit Center is now judged to be a "Certified Center of Excellence," having met or surpassed rigorous standards of efficiency and effectiveness.

 

The certification is based on best-practice metrics drawn from the world's largest database of call center information, maintained by researchers from BenchmarkPortal and the Center for Customer-Driven Quality.

 

Delta Dental's certification was awarded following an audit that benchmarked its benefit Center against the best practices of a peer group of comparable centers. Auditors measured a variety of metrics including: the average speed of answer, percentage of calls satisfactorily handled on the first call, average length of call, even the number of hours new customer service agents spend in training. In addition, they interviewed many employees regarding their work environment and the Benefit Center’s culture and philosophy. Certification is re-audited annually.

 

"This certification of Delta Dental of Wisconsin is a direct result of its leadership’s commitment to balancing cost-effective service solutions with best-in-class service performance," said Dr. Jon Anton of Purdue University's Center for Customer-Driven Quality. “It is an achievement of distinction.”

 

Karen Johnson, vice president, operations for Delta Dental of Wisconsin, said: “The certification is a testimony to the effort put forth by each member of our Wisconsin-based Benefit Center staff. It reflects the pride we have in delivering service solutions to subscribers, dentists, and other customers of our Benefit Center.”

 

About Delta Dental of Wisconsin

 

Delta Dental of Wisconsin is a not-for-profit dental service corporation offering benefit services, claims processing, and plan administration to employers throughout Wisconsin. The company is headquartered in Stevens Point with sales offices in Milwaukee and Madison, and provides benefits and services to more than 1.2 million subscribers and their family members.

 

As a member of the nationwide Delta Dental Plans Association, the company is able to offer the same dental benefits to all employees of Wisconsin-based companies wherever they are located in the United States. Delta Dental Plans Association provides benefits to over 50 million people in more than 88,000 groups across the country, making it the largest dental benefits carrier in the U.S.

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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."
Angela Ballantine, Director, Customer Care, ARAG GROUP

 

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