October 4, 2017 ‐ The Delta Dental of Wisconsin Benefit Center, servicing businesses, their employees and family members, and dentists, has been recognized as a “Center of Excellence” by BenchmarkPortal, a global leader in contact center benchmarking, certification, and training.
The certification means that Delta Dental’s Benefit Center has met rigorous standards of efficiency and effectiveness and is operating among the best 10 percent of contact centers in the industry. Delta Dental is the only dental insurance company within Wisconsin that holds this designation.
“This acknowledgement helps reaffirm that our operations are aligned with industry best practices and that our customers are getting the best service possible with Delta Dental of Wisconsin,” noted Pam Gartmann, vice president, administration, for Delta Dental of Wisconsin.
The BenchmarkPortal certification process compares the performance of contact centers by evaluating key metrics against industry peers including: the average speed of answer, percentage of calls satisfactorily handled on the first call, average length of call, and even the number of hours new customer service agents spend in training. In addition, they interviewed many employees regarding their work environment and the Benefit Center’s culture and philosophy. Entries are then cross‐checked, validated, and approved by certified call center experts.
On average, Delta Dental of Wisconsin:
- Takes four seconds or less to connect customer phone inquiries to a benefit advisor.
- Resolves customer inquiries 98.8% of the time on the first contact with a benefit advisor.
- Takes 40% less time than the industry average to resolve customer inquiries.
According to BenchMarkPortal CEO, Bruce Belfiore, “Contact centers, including Delta Dental of Wisconsin, that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost‐effective service strategies.”
About Delta Dental of Wisconsin
Delta Dental of Wisconsin is the state’s No. 1 dental plan, providing dental insurance to more than two million members. Delta Dental has made dental benefits easy – through exceptional service, quick and accurate claims payments, providing the most in‐network dentists, and by making coverage affordable for companies and their employees. For more than 50 years, the company has been fulfilling its’ mission of helping improve oral health and wellness by extending access to care, advancing science, and supporting an effective oral‐health workforce.
Delta Dental of Wisconsin (DDWI) is headquartered in Stevens Point, with sales offices in Milwaukee and Madison. As part of the nationwide Delta Dental Plans Association, DDWI joins 38 other Delta Dental plans to serve more than one third of the estimated 212 million Americans with dental insurance.
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. 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 on BenchmarkPortal please call 1‐800‐214‐8929 or visit www.BenchmarkPortal.com