Herbalife US Call Center

Dr. Jon Anton of the Center for Customer-Driven Quality presented the center with a certification plaque in Q1-2003 at ceremonies held at the Herbalife headquarters to recognize their World Class Service achievement. “This certification attests to the fact that Herbalife call center managers have successfully balanced efficiency and effectiveness in their operations”, said Dr. Anton. “By optimizing their cost components and their ability to satisfy customers, they exemplify best practices in a very important consumer products sector.”

Michele Crocker, Vice President Distributor Services added, “The call center is a vital B:B interface between our Distributors and Herbalife; it has become critical that the call handling process be conducted both effectively and efficiently. Our mission statement is “To deliver the Total Distributor Experience at every touch point and to set the standards for call center excellence.” This certification demonstrates the teams have achieved excellence toward measurable best practices standards, trained our people to optimize their skills in support of best practices, and maintained those standards over time”

This certification distinguishes itself by being based on best-practice metrics drawn from the world’s largest database of call center performance information. Centers that attain certification do so on the basis of objective, quantitative data, which is audited and validated by researchers from BenchmarkPortal and Purdue. Ms. Dru Phelps, BenchmarkPortal’s Vice President for Benchmarking Certification, worked closely with Herbalife to train the audit team, validate the center’s metrics and continues as advisor for additional areas of opportunity. She comments “Herbalife’s dedication enabled them to attain certification in less than 90 days. Their investment for on-site certification cost less than 2% of the overall gross savings acheived within the first four months of 2003!”

The Herbalife Call Center has over 200 agents and support personnel, with over 2 million B:B Distributor inbound calls by offered annually. The management team has aimed at attaining best practices and has found validation in the benchmarking and certification process. The ultimate goal is to make the enterprise more competitive and customer-centric, which also leads to measurable improvements in operations and profitability.

About BenchmarkPortal
BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. Visit the company’s web site at www.benchmarkportal.com

For additional information contact:

Bruce L. Belfiore
3130 Skyway Drive, Suite 702
Santa Maria, CA 93455-1817
BruceBelfiore@BenchmarkPortal.com