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Citizens Earns Prestigious Center of Excellence Recognition from BenchmarkPortal

INDIANAPOLIS – BenchmarkPortal announced that Citizens Energy Group has been officially certified a Center of Excellence by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality, founded at Purdue University. The Center of Excellence recognition is one of the most prestigious awards in the Service and Support industry.

“The recognition of our Call Center as a Certified Center of Excellence is a great achievement and further reinforces our associates’ commitment to serve our customers with unparalleled excellence and integrity,” said Carey Lykins, President and CEO of Citizens Energy Group. “I commend our Customer Services Department for moving proactively to ensure the customer service experience for each of our customers is taken to a new level of excellence.”

Before earning the Center of Excellence distinction, call centers must first meet criteria based on a best-practice metrics drawn from the world’s largest database of objective and quantitative data. The database is audited and validated by researchers from BenchmarkPortal in conjunction with the Center for Customer-Driven Quality.

“We certified Citizens Energy Group’s customer care center operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers,” said Bruce Belfiore, Chairman and CEO of BenchmarkPortal. “We applaud their commitment to superior customer service.”

About Citizens Energy Group

Citizens Energy Group is a Public Charitable Trust providing safe and reliable utility services to more than 266,000 customers in and around Marion County. The Public Charitable Trust means the utility is managed only for the benefit of customers and the community. Additional information is available online at - Facebook - Twitter - YouTube

About Center of Excellence Certification

Call Centers and their managers who wish to implement best practices and obtain world-class performance in their industry have a unique opportunity to certify their call centers. Our rigorous certification process has the advantage of referencing all performance goals to our best practice database of thousands of cell centers. Thus, call centers will be held to performance levels that will improve their competitive position, not just force them to adhere to an arbitrary standard. Please follow the link to discover what the four steps to certification are and how they will improve your center’s performance. Additional information is available at - Facebook - LinkedIn - YouTube - Twitter

About BenchmarkPortal

BenchmarkPortal is the custodian of the Center for Customer-Driven Quality’s database of contact center metrics, the largest in the world, founded in 1995 by Dr. Jon Anton at Purdue University. BenchmarkPortal is an industry leader in call center benchmarking, call center training and call center certification worldwide. BenchmarkPortal’s website can be found at - Facebook - LinkedIn - YouTube - Twitter


Media Contacts:

Arish Rountree

Corporate Affairs Coordinator

Citizens Energy Group

(317) 927-4336


Purdue Research Park

3000 Kent Avenue

West Lafayette, IN 47906

(800) 214-8929


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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."


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