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EyeMed Vision Care Call Center Earns Second Consecutive Center of Excellence Recognition from BenchmarkPortal

MASON, Ohio, Aug 11, 2011 (BUSINESS WIRE) -- EyeMed Vision Care's customer call center has earned the "Certified Center of Excellence" designation from BenchmarkPortal for the second year in a row. BenchmarkPortal also ranked EyeMed's call center 12th among the best call centers in the nation in the Center of Excellence Top 100 for Small Centers (under 100 agents) for 2010. EyeMed is one of the nation's leading vision benefits companies and part of Luxottica, a leader in vision care and eyewear.

BenchmarkPortal, the nation's Center for Customer-Driven Quality(TM), is internationally recognized as the premier research and education organization for customer access issues. The Center of Excellence recognition is one of the most prestigious awards in the customer support industry.

EyeMed achieved its overall 12th ranking based on high levels of customer satisfaction and overall operational excellence. There are more than 20,000 call centers in the United States.

"On an objective, metrics-driven basis, EyeMed's center is clearly one of the best in the industry," said Bruce Belfiore, BenchmarkPortal CEO. "Call centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world's largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal in conjunction with the Center for Customer-Driven Quality at Purdue University."

Dru Phelps, certified auditor who conducted the on-site audit of EyeMed's call center for BenchmarkPortal, added, "EyeMed excelled well above their industry for 'quick to answer' and 'complete to resolution.' This is a result of being focused on their callers."

EyeMed President Liz DiGiandomenico said, "EyeMed's Customer Care Center is one of the most important ways we support our members, clients and providers. Our second consecutive "Center of Excellence" designation underscores the commitment and passion of our service representatives and management. We've invested in advanced technologies and training to provide our service agents the tools they need to give our customers the best service levels in the vision benefits industry."

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(TM) 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 EyeMed Vision Care

Mason, Ohio-based EyeMed Vision Care is one of the nation's leading vision benefits organizations with 30 million funded members through 7,600 employers and healthcare companies across the United States. In addition, EyeMed supports vision discount programs for some of the nation's largest membership and managed care organizations, reaching over 100 million discount members.

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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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