BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2018 Top Contact Centers Contest.  Participants submitted performance data on key operating metrics. The winners in each category had the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal’s expert formula.


“BenchmarkPortal salutes the winners – they are leaders in the call center industry,” said Bruce Belfiore, BenchmarkPortal CEO. “Our Top Contact Center Award places a contact center among the best in the industry in terms of quality of service and cost efficiency. Their key metrics were benchmarked against our database – the largest in the world of contact center metrics. This is a great accomplishment.”

The Highest Ranking Centers In The Small-Size Center (2 to 49 agents) Category Are:

  1. Egis Projects - Canada - Quickpass
  2. Delta Dental of Wisconsin
  3. MAXIMUS - Georgia CAPS

The Highest Ranking Centers In The Medium-Size Center (50 to 249 agents) Category Are:

  1. Lincoln Financial Group - Ft. Wayne
  2. Conduent - EZ Pass NY
  3. Noridian Healthcare Solutions

The Highest Ranking Centers In The Large Center (250+ agents) Category Are:

  1. Synchrony Financial
  2. American Electric Power AEP
  3. Alliance Data

The Highest Ranking Centers In The Inbound Sales Center Category Are:

  1. GuidewellConnect
  2. Anonymous 
  3. Anonymous

Most Improved Call Center (Participation in last year’s contest is required to be eligible for this award.)

  • Small Center – YMCA Retirement Fund
  • Medium Center – Church Mutual Insurance Company
  • Large Center – Alliance Data


Individual Metric Winners:


  • Best Overall Customer Satisfaction Rating:
    • Maximus NJHC
  • Best Overall Agent Satisfaction Rating:
    • Portico Benefit Services
  • Lowest Average Speed of Answer:
    • Mayo Medical Laboratories 
  • Best First Call Resolution Rate:
    • MAXIMUS - Georgia Families
  • Lowest Abandon Rate:
    • Health Net Federal Services 


  • Best Cost per Call:
    • Synchrony Financial
  • Highest Percentage of Calls Handled/Resolved in IVR:
    • Synchrony Financial
  • Highest Calls per Agent per Hour:
    • MAXIMUS - Georgia CAPS
  • Best Agent Retention: (8 Tied)
    • Midwest Real Estate Data, LLC
    • Egis Projects - Canada - Quickpass
    • Gallagher Benefit Services, Inc.
    • YMCA Retirement Fund
    • MESSA
    • PharMEDium Service, LLC
    • McKesson TN - 3PL Title_Non-Title

The contest participants were judged on their key performance indicators  – including average speed of answer, calls per agent per hour, agent turnover and caller satisfaction. Each participant received a customized report benchmarking their company against their peers, as well as a confidential web-based readout of the report with a certified BenchmarkPortal expert.

“The award process is based on actual performance,” stated Belfiore. “Recipients of the Top Contact Center Award have demonstrated, on a very objective basis, that they provide superior service and financial performance as compared with our database overall.  We congratulate them.”

BenchmarkPortal only publishes the specific ranks for the top 3 in each category, most improved centers, and individual metric winners. BenchmarkPortal does not publish specific rankings for all participants to avoid improper use.

About BenchmarkPortal
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. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for contact centers. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. 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. For more information, please call 1-800-214-8929 or visit


Topics: Top Contact Centers Contest