Contact Center Solutions Featured Article

MetLife Picked for Excellence Award by Purdue University and BenchmarkPortal

March 24, 2010

MetLife Inc. announced that its Customer Sales & Service Group has been awarded the “Certified Center of Excellence” designation for the fifth consecutive year.


The evaluation was made by the Purdue University’s Center for Customer-Driven Quality along with BenchmarkPortal, a national benchmarking firm.

BenchmarkPortal specializes in evaluating contact centers covering various industries. It analyzes the ability of contact centers with respect to some statistical standards. Only the top ten percent of contact centers that apply for certification will be successful in earning the designation.

Also BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement.

MetLife’s Customer Sales & Service Group is among only two winning centers to earn this certification consecutively for five years in a row, said MetLife sources.

“This achievement demonstrates MetLife’s recognition as an industry leader with our call center service organization,” said Karen Hemenway, vice president, Customer Sales & Service Group, MetLife. “We focus on creating a customer experience that is high quality - that deepens and extends our customer relationships. The Center of Excellence Certification provides us with recognition and serves as further validation of our commitment to customer intimacy in all of the markets that we serve.'

Bruce Belfiore, CEO, BenchmarkPortal explained that a characteristic feature of all great centers is the ability to maintain the same optimum performance over time. MetLife has proved its dedication by continuously improving services for customers and its employees, in order to maintain a Center of Excellence over a five-year period.

MetLife provides insurance, employee benefits and financial services with operations throughout the United States and the Latin America, Europe and Asia Pacific regions. The services offered by MetLife companies include life insurance, annuities, auto and home insurance, retail banking and other financial services to individuals besides including group insurance and retirement & savings products and services to corporations and other institutions.


Shamila Janakiraman is a contributing editor for ContactCenterSolutions. To read more of Shamila’s articles, please visit her columnist page.

Edited by Marisa Torrieri



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