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United Concordia Dental’s Customer Call Center Achieves Certification as a Center of Excellence

Center of ExcellenceSanta Barbara, CA, August 02, 2012

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of United Concordia Dental’s Customer Call Center by awarding it Certification as a Center of Excellence. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

United Concordia Dental’s Customer Call Center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center researchand consulting organization. “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”

To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world's largest database of contact center metrics. During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.

Factors (called key performance indicators), such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources, are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.

Center of Excellence certification indicates that the contact center delivers superior customer service within a responsible cost structure,” said Belfiore. "A great contact center operation reflects its management's passion for balancing the demands of high quality and low costs. United Concordia has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that United Concordia is, indeed, among the best in its industry. I congratulate United Concordia on a job well done.”

“Benchmarking delivers a crackerjack profile of a contact center’s operations that can inspire management to move forward aggressively, even in a less-than-robust economy,” added Belfiore, who has been with the company since 2000.

About BenchmarkPortal 
BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics on the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both costs and quality, to encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal please call 1-800-214-8929 or visithttp://www.BenchmarkPortal.com.

About United Concordia Dental 
United Concordia is a leading national dental carrier and delivers high-quality, cost-effective dental programs. Headquartered in Harrisburg, Pa., the company has more than six million members, a network of more than 76,000 unique dentists at over 164,000 access points nationwide and is licensed in all 50 states, D.C. and Puerto Rico. United Concordia has a companywide dedication and commitment to superior customer service, which is evident in the design, implementation, administration and servicing of its dental benefits programs. For more information about United Concordia products, visit http://www.UnitedConcordia.com.

 

 

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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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