The Global Association for Contact Center Best Practices & Networking

Las Vegas – At the 2010 Best Practices Conference – The Top Ranking Performers in the Contact Center World – delegates heard from leaders at the top 4 outsourced contact centers in the world about their center and how they operate. Delegates heard from Teleperformance Portugal (Portugal), HCL (India), Vangent (USA) and True Touch Co (Thailand). These 4 were voted the best around the world and they were at the 2010 top ranking Performers conference to share best practice ideas and tips to the delegates from around the world. The audience were asked to vote on who is to be named the ‘best in the world’.

Vangent was voted no.1 by the audience in a tough contest based on the information and questions answered by Dave Harkess - Director of Operations, Vangent Health Services

pic above shows David (left) receiving his Best in the World Award from Raj Wadhwani, President ContactCenterWorld

The Vangent national virtual contact center was established in October 2006 to address inquiries from the nation’s 45 million Medicare beneficiaries. Beginning in 2004, Vangent's client began to consolidate over 70 individual contact centers into what has now become a single contact center gateway where beneficiaries can get any and all of their Medicare questions answered. The result is one of the largest customer service programs undertaken by the federal government. The contact center offers 24 by 7 services through a variety of channels, including telephone, e-mail, fax, written correspondence and web chat, and in over 150 languages. With 3,000 – 4,000 CSRs, the center receives approx 26 million calls per year, approximately 18 million of which are handled by agents.

Commenting on the win and being ranked #1 in the world, David Harkess told us "Vangent counted it as an honor and a privilege to even compete with this international delegation. It was amazing to realize that, although we might be separated by great distances and language barriers, we truly held the basic Contact Center issues and opportunities in common! It was invaluable to spend a full three days with experts in the field. Experts who were eager to share best practices. "

He continued "Everyone was open and understanding. I had several conversations before and after the sessions where I was able to dive deeper into specific operational issues with selected companies. The friendships and business contacts that I made during the week will last a lifetime! As I said at the Awards banquet, I truly took away more than I gave! Thanks for hosting this incredible event! "

Raj Wadhwani, President of ContactCenterWorld added "David and his fellow presenters shared a lot of great tips. They were there to share best practices in the outsourced arena and did an amazing job. David told us many things including their unique way of managing spikes in volumes – this was fantastic. Hats off to David and his team of professionals who work at Vangent. "

The Top Ranking Performers in the Contact Center World Awards is an annual benchmarking and best practices awards program run by Contact Center World. More details of the 2011 awards which are open for entry until end of January 2011 at this link http://www.contactcenterworld.com/worldawards

The Top Ranking Performers Conference is a conference series that consists of 4 events around the world – 3 regional and 1 global best practices conference that is open for anyone to attend. More details of the 2011 conferences are at this link http://www.contactcenterworld.com/conferences

A full list showing the 2010 Global Rankings for all awards can be found at this link

http://www.contactcenterworld.com/worldawards/award-rankings.aspx?id=B1AF3648-3E6D-4B47-9219-FDE4BD016F25