News : Delta Dental of Wisconsin Benefit Center Recognized as “Center of Excellence”
Stevens Point, WI, USA, Oct 4, 2017 -- The Delta Dental of Wisconsin Benefit Center, servicing businesses, their employees and family members, and dentists, has been recognized as a "Center of Excellence" by BenchmarkPortal, a global provider in contact center benchmarking, certification, and training.
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.
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"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 Pam Gartmann, vice president, administration, for Delta Dental of Wisconsin.
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.
According to BenchmarkPortal CEO, Bruce Belfiore, "Contact centers, including Delta Dental of Wisconsin, that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost-effective service strategies."
Posted by Veronica Silva Cusi, news correspondent
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About Delta Dental of Wisconsin:
Delta Dental of Wisconsin is the state’s No. 1 dental plan, providing dental insurance to more than two million members. Delta Dental of Wisconsin (DDWI) is headquartered in Stevens Point, with sales offices in Milwaukee and Madison. As part of the nationwide Delta Dental Plans Association, DDWI joins 38 other Delta Dental plans to serve more than one third of the estimated 212 million Americans with dental insurance.
Published: Thursday, October 5, 2017
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