Wednesday, April 22, 2015
For the ninth consecutive year, QBE’s Mortgage & Lender Services has secured the Call Center of Excellence re-certification from BenchmarkPortal. The Call Center of Excellence certification is only achieved by customer care facilities ranking in the top ten percent of thousands of call centers studied across the United States. The Center of Excellence recognition is one of the most distinguished awards in the service and support industry, and there are only seven other companies who have achieved this designation for as many years consecutively as QBE. The Center of Excellence recognition is one of the most distinguished awards in the service and support industry. In addition, QBE also participated in BenchmarkPortal’s 2015 Top 100 Call Center Contest where QBE placed in the top 25 of the medium-sized call center category.
“I am very proud of our re-certification, commitment and our people. The award demonstrates the focus we place on delivering consistent, professional and positive customer experiences for our clients and their customers,” said Frank Dunn, EVP, QBE Mortgage & Lender Services. “We recognize how important effectively servicing the customer is to our clients. We take the protection of that relationship seriously in our approach to customer service, and nine consecutive years of Call Center of Excellence certification highlights that dedication.”
According to BenchmarkPortal CEO Bruce Belfiore,“Maintaining high levels of excellence in the center over a period of years is a won¬derful testimony to the contact center management team, the frontline agents - as well as senior managers, who support and encourage this excellence. QBE call center professionals have shown exceptional dedication and results, for which I commend them.” He further stated, “A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center’s customers, employees and shareholders.”
About the certification
Call centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal in conjunction with the Center for Customer-Driven Quality at Purdue University.
Call centers are evaluated in 23 categories on their ability to exceed rigorous statistical standards in comparison to their industry peers. Those call centers that demonstrate superior performance on both quality-related and cost-related metrics earn the award.
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 indus¬try. 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.