Santa Barbara, CA (PRWEB) July 03, 2013
The United Concordias Government Business Operations consumer get in touch with center has been certified as a Center of Excellence by BenchmarkPortal, a major speak to center research and consulting organization. Only the prime 10 % of those benchmarked annually attain this distinction, said BenchmarkPortal CEO Bruce Belfiore. Achieving Center of Excellence certification is an acknowledgement of robust management and leadership in the get in touch with center business.

To attain certification as a Center of Excellence, a business need to undergo a rigorous benchmarking procedure, which compares the organizations operational metrics to these of its peers, employing the world’s largest database of speak to center metrics. In the course of this process, BenchmarkPortal specialists audit and verify essential data from the contact center applying for certification.

Elements (named important performance indicators) such as initial call resolution, expense per contact, call waiting time, customer satisfaction, agent satisfaction and utilization of human sources are taken into account. BenchmarkPortal is in a position to scientifically gauge how the make contact with center getting studied compares to other centers in the exact same business, and if the functionality of the make contact with center is superior. Consumer satisfaction, which relates to customer loyalty and organization growth, is the goal, balanced by economic 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 excellent speak to center operation reflects its management’s passion for balancing the demands of high quality and low costs. United Concordia has shown its capacity to attain that balance by means of its objective performance metrics. We have validated its metrics and have certified that United Concordia is, certainly, amongst the very best in its business. I congratulate United Concordia on a job properly accomplished.

Get in touch with centers that obtain certification are remarkable in their capacity to balance a commitment to service excellence with cost successful service approaches, added Belfiore, who has been with the firm since 2000.

About BenchmarkPortal
BenchmarkPortals founders pioneered the initial make contact with center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the planet, BenchmarkPortal is a leader in certification, coaching, consulting and analysis for the buyer make contact with business. Its group of pros has gained international recognition for experience and innovation in ideal practices. BenchmarkPortals mission is to assist management optimize the performance of their center in terms of both cost and good quality, encourage buyer loyalty and build enterprise worth. For far more data on BenchmarkPortal, get in touch with 1-800-214-8929 or check out http://www.BenchmarkPortal.com.

About United Concordia
United Concordia is a leading national dental carrier and delivers high-quality, expense-powerful dental applications. Headquartered in Harrisburg, Pa., the firm has a lot more than six million members, a network of much more than 98,700 unique dentists at more than 237,900 access points nationwide, an AM Very best A- (Excellent) rating and is licensed in all 50 states, D.C. and Puerto Rico. United Concordia has a organization-wide dedication and commitment to superior customer service, which is evident in the design, implementation, administration and servicing of its dental benefits programs. For more info about United Concordia merchandise, go to http://www.UnitedConcordia.com.





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