Delta Dental of Wisconsin Benefit Center Recognized as “Center of Excellence”
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The Delta Dental of Wisconsin Benefit Center has been recognized as a "Center of Excellence" by BenchmarkPortal-a leader in contact center certification and training. (Photo:
The certification means that Delta Dental’s Benefit Center has met rigorous standards of efficiency and effectiveness and is operating among the best 10 percent of contact centers in the industry. Delta Dental is the only dental insurance company within
“This acknowledgement helps reaffirm that our operations are aligned with industry best practices and that our customers are getting the best service possible with Delta Dental of Wisconsin,” noted
The BenchmarkPortal certification process compares the performance of contact centers by evaluating key metrics against industry peers including: the average speed of answer, percentage of calls satisfactorily handled on the first call, average length of call, and even the number of hours new customer service agents spend in training. In addition, they interviewed many employees regarding their work environment and the Benefit Center’s culture and philosophy. Entries are then cross-checked, validated, and approved by certified call-center experts.
On average,
- Takes four seconds or less to connect customer phone inquiries to a benefit advisor.
- Resolves customer inquiries 98.8% of the time on the first contact with a benefit advisor.
- Takes 40% less time than the industry average to resolve customer inquiries.
According to BenchmarkPortal CEO,
About
About BenchmarkPortal
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information on BenchmarkPortal please call 1-800-214-8929 or visit www.BenchmarkPortal.com
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