Christian Brothers Health Benefit Services Earns Top 25 Call Center Award from BenchmarkPortal
Romeoville, Ill., May 15, 2015 – Congratulations once again to the Christian Brothers Health Benefit Services (CBHBS) Customer Care Department on being named a Top 25 Call Center in the Small-Size Center category (5 to 99 agents) in the Top 100 Call Center Contest. In 2014, the CBHBS Customer Care Department placed in the Top 100 Call Centers in the same contest, which is hosted by BenchmarkPortal. The contest compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers. Entries are all cross-checked, validated and approved by certified call center experts, and the resulting submissions are scored on the basis of both quality and cost efficiency.
"In 2012, the leadership team authored our strategic plan for the customer care department. The vision was to deliver world-class customer service. We used the quote, 'The road to success is paved with metrics' as one of the basic tenets of Six Sigma to develop process metrics. We entered our data in the BenchmarkPortal Top 100 Contest in order to obtain the industry benchmarks," stated Susan Florian, director of membership services, Christian Brothers Health Benefit Services.
Florian continues, "When the HBS customer care department won the Top 100 award in 2014, we were pleasantly surprised. Afterward, we challenged ourselves to improve to Top 50 status in 2015. To learn that we exceeded our goal and made it into the Top 25 is testament to the professionalism and commitment of the high-performing customer care team. I am so proud of this accomplishment."
The Top 100 contest grouped submissions into three categories according to size for this awards program. Each center was compared with a wide variety of industries and assigned numerical ratings. As a result, Christian Brothers Health Benefit Services placed in the Top 100 ranking in North America.
About Christian Brothers Services (cbservices.org)
Founded in 1960 and headquartered in Romeoville, Illinois, Christian Brothers Services is a nonprofit, Catholic organization that administers cooperative programs in the areas of health/retirement, property/casualty and consulting/technology to church organizations.
About BenchmarkPortal (BenchmarkPortal.com)
BenchmarkPortal's activities began in 1995, and it is now a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. 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.