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MetLife Honored with Sixth Consecutive, Industry-wide “Center of Excellence” Certification for Customer-Driven Quality

New York, February 8, 2011 – MetLife, Inc. has once again earned the designation of “Certified Center of Excellence,” marking the sixth consecutive year its Customer Sales & Service Group has won the prestigious, national designation presented by Purdue University's Center for Customer-Driven Quality in conjunction with BenchmarkPortal, a national benchmarking firm.

 

BenchmarkPortal evaluates contact centers across a variety of industries on their ability to exceed rigorous statistical standards in comparison to their industry peers. On average, each year only ten percent of contact centers that apply for certification earn the designation. MetLife’s Customer Sales & Service Group is among only two winning centers to have earned the certification six years in a row.

 

“As a business that relies on the trust and goodwill of our customers, MetLife recognizes that caller satisfaction is an important factor in retaining customers, building strong relationships, and driving business results,” said Karen Hemenway, vice president, Customer Sales & Service Group, MetLife. “This sixth Center of Excellence Certification validates our standing as an industry leader, our dedication to investing in call center services and our commitment to providing holistic solutions to our customers.”

 

Bruce Belfiore, chief executive officer, BenchmarkPortal, said, "I congratulate MetLife on getting certified as a Center of Excellence for the sixth year in a row. Since the Center of Excellence designation requires superior performance on key performance metrics, this achievement represents a consistent commitment to service quality, continuous improvement and operational efficiency.” Belfiore continued, “The contact center is the front line of customer engagement for most major enterprises, and Centers of Excellence like MetLife's make a true contribution to enterprise value through their performance."

 

About MetLife

 

MetLife, Inc. is a leading global provider of insurance, annuities and employee benefit programs, serving 90 million customers in over 60 countries. Through its subsidiaries and affiliates, MetLife holds leading market positions in the United States, Japan, Latin America, Asia Pacific, Europe and the Middle East. For more information, visit www.metlife.com.

 

About Purdue University's Center for Customer-Driven Quality (CCDQ)

 

Purdue University’s CCDQ is internationally recognized as a premier research and education organization for behavior in customer access and access channel management issues.

 

About BenchmarkPortal

 

BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center best-practice 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. BenchmarkPortal’s Web site can be found at: http://www.benchmarkportal.com

 

BenchmarkPortal Purdue Research Park 3000 Kent Avenue West Lafayette, IN 47906 Direct 805-465-7201 ext.1

 

About Purdue University's Center for Customer-Driven Quality (CCDQ)

 

Purdue University’s CCDQ is internationally recognized as the premier research and education organization for behavior in customer access and access channel management issues.

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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."
ARAG GROUP

 

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