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Ameritas Group Call Center Certified as World Class for Third Consecutive Year

January 4, 2010//Lincoln, Neb.//Ameritas Group, a division of Ameritas Life Insurance Corp., a UNIFI Company, earned its third consecutive Center of Excellence call center certification from BenchmarkPortal. Developed by Purdue University’s Center for Customer-Driven Quality, BenchmarkPortal is the largest call center benchmarking database program in the world.

 

Exceeding customer expectations is always our goal. In each interaction, we have the opportunity to make a positive impact and enhance our customer's service experience, notes April Rimpley, M.A.M., FLMI, ACS, vice president - group customer connections and operations. We are proud to be recognized by such a prestigious organization, and the fact that we've achieved certification for three years running truly reflects our commitment. We believe the Center of Excellence certification speaks volumes about our company, because it goes beyond the insurance industry and verifies that our contact center is world class.

 

To achieve annual certification as a Center of Excellence, Ameritas Group contact center associates participate in BenchmarkPortal’s rigorous certification process based on established scientific methods that measure operational metrics, customer satisfaction and agent satisfaction. In addition, our contact center associates must meet Ameritas Group’s own set of stringent service standards by participating in ongoing training and continuing education.

 

“We benchmark the performance of thousands of customer service call centers across North America. Many call centers apply for certification, yet only 10% actually make it, adds Dr. Jon Anton, founder and director of benchmark research at Purdue’s Center for Customer-Driven Quality. “Our Center of Excellence recognition is one of the most distinguished awards in the service and support industry, and Ameritas has earned it.

 

About Ameritas Group

Ameritas Group, a division of Ameritas Life Insurance Corp., a UNIFI Company, has served customers since the mid-1970s and today provides dental, eye care and hearing care products and services for more than 60,000 employer groups, insuring more than 4.5 million people nationwide. In New York, products are offered through First Ameritas Life Insurance Corp. of New York, a UNIFI Company. Learn more at ameritasgroup.com.

 

About BenchmarkPortal

BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center performance metrics, the largest in the world. Founded in 1995 by Dr. Jon Anton, it provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. Learn more at benchmarkportal.com.

 

 

 

 

Contacts:

Ameritas Group

April Rimpley, Vice President - Group Customer Connections and Operations

Phone: (402) 309-2050

Email: arimpley@ameritas.com

Benchmark Portal

Sean Vierling, President of Business Development

Phone: 720.222.0470

Mobile: 970.390.7511

Email: sean@benchmarkportal.com

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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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