BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2020 Top Contact Centers Contest. The awards are based on contestants' performance 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 tenth year of competition– they are true leaders in our industry,” said Bruce Belfiore, BenchmarkPortal CEO. “Our Top Contact Center Award places a contact center among the best operations 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:
- US Bank of Naperville
- Delta Dental of Arizona
- Maximus GA Families
The Highest Ranking Centers In The Medium-Size Center (50 to 249 agents) Category Are:
- Allied Solution
- Delta Dental of Michigan, Ohio, and Indiana
- National General Lender Services
The Highest Ranking Centers In The Large Center (250+ agents) Category Are:
- Maximus, Inc - TX EBS
- Humana Government Business - Forum
- National General Insurance - Operations
Most Improved Call Center (Participation in last year’s contest is required to be eligible for this award.)
- Small Center - Portico Benefit Services
- Medium Center - Conduent NJEB
- Large Center - Maximus, Inc - TX EBS
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:
- Maximus - Georgia CAPS
- Best First Call Resolution Rate:
- Maximus GA Families
- Lowest Abandon Rate:
- EyeMed CCC
Efficiency
- Best Cost per Call:
- Synchrony Financial
- Highest Percentage of Calls Handled/Resolved in IVR:
- Synchrony Financial
- Highest Calls per Agent per Hour:
- Gallagher Benefit Services, Inc
- Best Agent Retention:
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- Small
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- Delta Dental of Arizona
- Christian Brothers Services
- Gallagher Benefit Services, Inc
- Borough of Manhattan Community College Service Center
- Delta Dental of AZ
- Messa
- OEConnections
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- Medium
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- Proctor Financial
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- Large
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- Synchrony Financial
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Note: Would you like to participate? Those who wish to be considered for the 2021 honors should click here
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 2019,” 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
