July 25, 2016 – Health Net Federal Services, LLC (HNFS) call center operations has achieved certification as a Center of Excellence by BenchmarkPortal for the fourth consecutive year. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry,” said BenchmarkPortal CEO Bruce Belfiore.
To achieve certification as a Center of Excellence, a company must undergo a rigorous benchmarking process, which compares the organization’s operational metrics to those of its peers, using the world’s largest database of contact center metrics. During this process, BenchmarkPortal experts audit and verify key data from the contact center applying for certification.
Factors (called key performance indicators) such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources are taken into account. BenchmarkPortal is able to scientifically gauge how the contact center being studied compares to other centers in the same industry, and if the performance of the contact center is superior. Customer satisfaction, which relates to customer loyalty and business growth, is the goal, balanced by financial metrics which show that the center is being operated efficiently.
“Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence, It is an achievement of distinction,” added Belfiore. “We have validated its metrics and have certified that Contact Center is, indeed, among the best in its industry. I congratulate FPL on a job well done.”
About Health Net Federal Services
Health Net Federal Services has a long history of providing cost-effective, quality managed health care programs for government agencies, including the U.S. Departments of Defense and Veterans Affairs. As the managed care support contractor for the TRICARE North Region, HNFS provides health care services to approximately 2.9 million uniformed services beneficiaries, active and retired, and their families. In addition, HNFS provides quality behavioral health services for active duty service members, veterans and their families. Visit www.hnfs.com for more information.
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. The organization hosts the world’s largest database of contact center metrics. Its mission is to provide contact center managers with the tools and information to help optimize efficiency and effectiveness in customer communications. For more information about BenchmarkPortal, please call 800-214-8929 or visit www.benchmarkportal.com