December 29, 2015 – 1:27pm
PharMEDium Services, LLC, a part of AmerisourceBergen, announced the recent certification of its Customer Service Center as a Center of Excellence by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.
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.
PharMEDium, a part of AmerisourceBergen, is the nation’s leading provider of hospital-outsourced, ready to use sterile admixture services. Our commitment to advancing patient safety is embodied through enhanced labeling, packaging and bar coding designed to help reduce the potential for medication errors. PharMEDium serves over 3,000 acute care hospitals and ambulatory surgery centers nationwide through four centers located in Tennessee, Mississippi, Texas and New Jersey. Our state-of-the-art 503B Outsourcing Facilities are registered with the FDA and licensed by the states. Highly trained and qualified personnel adhere to rigorous quality standards and applicable cGMPs using only FDA-approved sterile drugs and FDA cleared sterile containers in our preparations. As a trusted partner to our hospital customers, PharMEDium reliably and consistently meets their need for customized, ready to use admixtures essential to their on-going operations. For more information, please visit www.pharmedium.com.
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 benchmarkportal.com