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HerbaLife’s Mexico Call Center Earns Prestigious Center of Excellence Recognition from BenchmarkPortal

Guadalajara, Mexico May 2010 BenchmarkPortal today announced that Herbalife 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.

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.

This is the first certification earned by a call center in Mexico, based on efficient and effective performance metrics. "This award shows that Herbalife's contact center in Mexico has attained world class status when measured against its industry peers" said Bruce Belfiore, Senior Research Executive of the Center for Customer-Driven Quality and CEO of BenchmarkPortal. "It is a singular achievement, for which we congratulate them."

Herbalife’s Mexico contact center opened in 2000 with seven phone representatives. Today, with 114 representatives, the center handles an average of 5,200 inbound and 700 outbound calls each day, processes 60 percent of the total sales in Mexico, and has supported double digit sales growth as well as record distribution retention in Mexico.

This is the third Center of Excellence Award for Herbalife; the company’s contact center in California received the award in 2002 and 2004.

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

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About Herbalife

Herbalife Ltd. (NYSE:HLF) is a global network marketing company that sells weight-management, nutrition, and personal care products intended to support a healthy lifestyle. Herbalife products are sold in 73 countries through a network of approximately 2.1 million independent distributors. The company supports the Herbalife Family Foundation and its Casa Herbalife program to help bring good nutrition to children. Herbalife’s website contains a significant amount of information about Herbalife, including financial and other information for investors at http://ir.herbalife.com. The company encourages investors to visit its website from time to time as information is updates and new information is posted.

Contact: George Fischer, 213-745-0519, georgef@herbalife.com

BenchmarkPortal

Purdue Research Park

3000 Kent Avenue

West Lafayette, IN 47906

Direct 805-465-7201 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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