News : EyeMed Vision Care Call Center Scores Certification Hat Trick
MASON, Ohio, Aug 16, 2012 -- EyeMed Vision Care’s customer call center has earned its third straight "Certified Center of Excellence" designation from BenchmarkPortal. BenchmarkPortal also ranked EyeMed’s call center in the Top 15 of the Top 100 Award for the second year in a row. EyeMed is a vision benefits companies and part of Luxottica (NYSE: LUX), a provider in vision care and eyewear.
BenchmarkPortal, the nation’s Center for Customer-Driven Quality™, is internationally recognized as a research and education organization for customer access issues. The Center of Excellence recognition is one of the most prestigious honors in the customer support industry, and is awarded to call centers that rank in the top ten percent of call centers surveyed. Call centers that demonstrate superior performance in both cost- and quality-related metrics with their industry peers earn the award. The contest participants were judged on their key performance indicators - including first call resolution, cost per call, call waiting time, customer satisfaction and agent satisfaction.
The EyeMed Customer Care Center, one of the more than 20,000 call centers in the United States, achieved its distinction based on high levels of customer satisfaction, overall operational excellence, and call center agent satisfaction, according to Benchmark Portal.
"EyeMed has earned the distinction as Center of Excellence for a third year, meeting high performance standards," said Dru Phelps, a senior consultant and certified auditor at BenchmarkPortal. "EyeMed’s best-in-class results include amazingly high agent job satisfaction ratings resulting from trusted leadership and a customer-focused vision. EyeMed employees feel appreciated, share a team spirit, and have a passion for excellence."
EyeMed President Liz DiGiandomenico said, "Passion is one of our most treasured characteristics at EyeMed, and our Customer Care Center demonstrates this attribute every day. Achieving the ‘Center of Excellence’ honor for a third year in a row confirms our commitment to excellence for our clients, providers and members."
Posted by Veronica Silva Cusi, news correspondent
About EyeMed Vision Care:
Mason, Ohio-based EyeMed Vision Care is one of the nation’s leading vision benefits organizations with more than 33 million funded members through 9,000 employers and healthcare companies across the United States. In addition, EyeMed supports vision discount programs for some of the nation’s largest membership and managed care organizations, reaching more than 100 million additional members.
BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. We are still continually growing our database, already the world's largest, for call center metrics by conducting data drives twice a year to have the most up to date information in the industry.
Published: Friday, August 17, 2012
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