Ameritas Group, a division of Ameritas Life Insurance Corp., earned its fourth-consecutive Center of Excellence call center certification from BenchmarkPortal (News - Alert). Recently celebrating its 15-year anniversary, BenchmarkPortal is the leader in call center certification and hosts the largest call center performance metrics database in the world.
“Our call center handles more than 1.4 million phone calls each year, and with each call, we have the opportunity to make a positive impact and enhance our customers’ service experience,” shares April Rimpley, FLMI, ACS (News - Alert), vice president - group customer connections and operations. “We are proud to be recognized once again as a world-class contact center and thank all of our associates for making Ameritas Group a four-time Center of Excellence recipient."
To achieve annual certification, Ameritas Group contact center associates participate in BenchmarkPortal’s rigorous certification process based on established scientific methods that measure operational metrics, customer satisfaction and agent satisfaction. Ameritas Group also has its own set of stringent service standards that includes ongoing training and continuing education.
Call center pioneer, founder of BenchmarkPortal and author of numerous publications, Dr. Jon Anton has dedicated his career to measuring all facets of the call center industry. He reports that only approximately 10 percent of all call centers that apply for certification actually achieve it, which makes the Center of Excellence certification one of the most coveted awards in the service and support industry.
About Ameritas Group
Ameritas Group, a division of Ameritas Life Insurance Corp., a UNIFI company, has served customers since 1959 and today provides dental, eye care and hearing care products and services for more than 65,000 employer groups, insuring or administering benefits for more than 4.8 million people nationwide. Ameritas has one of the largest PPO dental networks in the country with over 160,000 provider access points. In New York, products are offered through First Ameritas Life Insurance Corp. of New York, a UNIFI company.
BenchmarkPortal is the custodian of the Purdue University (News - Alert) Center for Customer-Driven Quality database of contact center performance metrics, the largest in the world. Founded in 1995 by Dr. Jon Anton, it provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement.TMCnet publishes expert commentary on various telecommunications, IT, call center, CRM and other technology-related topics. Are you an expert in one of these fields, and interested in having your perspective published on a site that gets several million unique visitors each month? Get in touch.
Edited by Juliana Kenny