BenchmarkPortal Announces The Top Ranking 2019 Top Contact Centers Contest Winners

BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2019 Top Contact Centers Contest.  The awards are based on contestants' 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 of our ninth year of competition– 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 entire database – the largest in the world of contact center metrics. This is a great accomplishment indeed.”

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

1. Midwest Real Estate Data LLC

2. Sauder Woodworking Company

3. AAA Mountain West Group (Arizona) 

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

1. AAA Mountain West Group (Utah)

2. Mayo Clinic Laboratories

3. Conduent Inc. - Bay Area Toll Authority

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

1. Synchrony Financial

2. Alliance Data

3. Maximus Texas EBS

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

1. Guidewell Connect

2. Anonymous

3. Anonymous

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

• Small Center – Christian Brother Services
• Medium Center – Allied Solutions
• Large Center – Synchrony Financial

Individual Metric Winners:

Effectiveness

• Best Overall Customer Satisfaction Rating:

• YMCA Retirement Fund

• Best Overall Agent Satisfaction Rating:

• California Regional MLS

• Lowest Average Speed of Answer:

• EFG Companies

• Best First Call Resolution Rate:

• Delta Dental of Arizona

• Lowest Abandon Rate:

• Christian Brothers Services

Efficiency

• Best Cost per Call:

• Synchrony Financial

• Highest Percentage of Calls Handled/Resolved in IVR:

• Synchrony Financial

• Highest Calls per Agent per Hour:

• Mayo Clinic Laboratories

• Best Agent Retention (3 Tied):

• EFG Companies

• Delta Dental of Arizona

• Christian Brothers Services

The contest participants were judged on 20 key Efficiency and Effectiveness performance indicators compared against those of all entrants in the Top Contact Center Contest. These include: average contact Handle Time, Calls per agent Per Hour, Agent Turnover and: Average Speed of Answer, Customer and Agent Satisfaction and Transfers etc. 

“The award process is based on actual performance for 2018,” stated Belfiore. “Recipients of the Top Contact Center Award have demonstrated, on a statistically objective basis, that they provide superior service and financial performance as compared with our entire Contest database. We congratulate them.”

BenchmarkPortal only publishes the specific ranks for the top 3 in each category, most improved centers, and individual metric winners. 

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 www.BenchmarkPortal.com