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Church Mutual - Certified Center of Excellence

MERRILL — Church Mutual Insurance Co.’s National Customer Service Center has been recertified as a Center of Excellence by BenchmarkPortal Inc. and The Center for Customer-Driven Quality founded at Purdue University.

The Merrill-based company is one of two businesses in Wisconsin to achieve the recertification.

To earn the designation, call centers must meet objective, quantitative criteria and pass audits conducted by BenchmarkPortal researchers.

“The (national call center) is an essential component of our value proposition,” Church Mutual President and CEO Mike Ravn said. “It is the front line of service to our customers and represents our company well.”

The call center in Merrill employs 85 people and became fully staffed in October 2007. It supports more than 90,000 of the company’s customers in all but six states, handling more than 530,000 calls a year. Resolution of problems on the first call is 99 percent, compared with the industry average of 84.6 percent.

Church Mutual insures more than 100,000 religious organizations in the United States, leading the industry.

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:


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."


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