Contact Center Solutions Featured Article

Bright Horizons Contact Center Recognized Again by BenchmarkPortal

October 03, 2014

What defines excellence? Is it merely superior performance and delivering high-quality services, being efficient and effective or a commitment to deliver the best? The answer is all of this probably and a little more. In fact, that little more is the reason companies seek independent validation. This what Bright Horizons has achieved with its contact center in Colorado which was certified as a ‘Center of Excellence’ by BenchmarkPortal for the fourth consecutive year.


"We are honored and grateful for the BenchmarkPortal recognition that once again confirms we are providing excellent service to families, and I couldn't be more proud of our call center employees," said Marc Bernica, vice president of call center operations at Bright Horizons.

The Center of Excellence recognition is regarded as one of the most prestigious awards in the customer service and support industry, and Bright Horizons Family Solutions has distinguished itself by making a real difference in the lives of children and families.

BenhmarkPortal, as frequently visitors to this community are aware, judges contact centers on a balanced scorecard of metrics for efficiency and effectiveness. Bright Horizons scored well when compared to its industry peers with the contact center staff earning a 95 percent customer satisfaction score illustrating its excellent work.

The Bright Horizons contact center ranked in the top ten percent of the contact centers surveyed and as evidenced by its consistent recognition over the years has worked hard, living up to its commitment of delivering outstanding customer service, high-quality child care, early education, pioneering innovative programs and bringing to fruition many important family-centric initiatives.

"The achievement of the Center of Excellence represents a contact center's commitment to delivering customer service that is both effective and efficient. It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence," said Bruce Belfiore, CEO of BenchmarkPortal.

‘Bright Horizons programs’ offer emergency care for family members of all ages, from infants through elders, including adults and children with special needs and also a complete family of employer solutions. In addition, it provides complete consulting services to address life and dependent-care challenges among an organization’s employees.

"Our call center is the first point of contact we have with family members who look to us for the care and education of their loved ones,” observed Bernica.

The contact center has stood behind the company while fulfilling its core mission of instilling positive self-concepts and self esteem; providing nurturing, creative environments; and facilitating the development of strong families. Deservedly it has donned the ‘center of excellence’ crown once again.




Edited by Peter Bernstein



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