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The Florida Power & Light Company Customer Care Center Achieve Certification as a Center of Excellence

SANTA BARBARA, CA (August 9, 2012) The Florida Power & Light Company Customer Care Center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and 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.  Florida Power & Light Company has shown its ability to achieve that balance through its objective performance metrics.  We have validated its metrics and have certified that FPL is, indeed, among the best in its industry. I congratulate FPL 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 in 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 cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit www.BenchmarkPortal.com.

About Florida Power & Light Company
Florida Power & Light Company is the largest rate-regulated electric utility in Florida and serves the third largest number of customers of any electric utility in the United States. FPL serves approximately 4.6 million customer accounts and is a leading Florida employer with approximately 10,000 employees as of year-end 2011. During the five year period ended December 31, 2011, the company delivered the best service reliability among Florida investor-owned utilities, while its typical residential customer bills, based on data available inDecember 2011, are about 25 percent below the national average. A clean energy leader, FPL has one of the lowest emissions profiles and one of the leading energy efficiency programs among utilities nationwide. FPL is a subsidiary of Juno Beach, Fla.-based NextEra Energy, Inc. (NYSE: NEE). For more information, visit www.FPL.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."
ARAG GROUP

 

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