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Church Mutual Insurance Group Earns Prestigious Center of Excellence Recognition from BenchmarkPortal

MERRILL, Wis. December 2009 BenchmarkPortal today announced that Church Mutual Insurance Group has been certified a Center of Excellence by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality at Purdue University. The Center of Excellence recognition is one of the most prestigious awards in the Service and Support industry.

“To attain this goal in a little over two years is an outstanding achievement,” Church Mutual President and CEO Mike Ravn agreed. “When we began the operation, we wanted it to address the needs of our customers, who are our owners because we are a mutual company. Mission accomplished.”

Call Centers achieve the Center of Excellence distinction based on a best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from the BenchmarkPortal in conjunction with the Center for Customer-Driven Quality at Purdue University.

“I think it is extraordinary that a center that’s been in operation for two years achieved this level of performance,” BenchmarkPortal Senior Consultant & Director of Education Dayne Petersen said. “I’m not sure that we’ve ever seen that before — that’s probably the most amazing piece of this.”

Since companies spend vast amounts of money implementing and operating call centers to ensure a competitive edge in customer service, it is vital that the call handling process be conducted at best practice standards. This need to function at best practice levels has, in turn, created the need for third-party certification that shows when call centers are operating at this high level of call handling performance. Please follow the link do discover what the 4 steps to certification are and how they will improve your centers performance. www.benchmarkportal.com/certification

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. For more information about BenchmarkPortal visit our Web site at: www.BenchmarkPortal.com

About Church Mutual Insurance Company

Church Mutual is the leading insurer of religious institutions in the United States with more than 100,000 religious organizations. That figure is more than twice the number of its nearest competitor.  For more information about Chruch Mutual, visit their web site at: www.ChurchMutual.com

BenchmarkPortal Purdue Research Park 3000 Kent Avenue West Lafayette, IN 47906 Direct 800-214-8929 ext.1

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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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