Contact Center Solutions Featured Article

MAXIMUS Call Center Designated Certified Center of Excellence

June 05, 2009

MAXIMUS, a government services provider, has announced that its Georgia Families project call center is recognized as a “Certified Center of Excellence”. This designation comes from Purdue University’s Center for Customer-Driven Quality (CCDQ).

BenchmarkPortal (News - Alert) Inc. completed a rigorous review before the award certification process. This firm is the custodian of the CCDQ best practices and the repository of the world’s largest database of call center operations and management.

The CCDQ and BenchmarkPortal position themselves to provide thought leadership in customer service operations. BenchmarkPortal researchers establish objective, quantitative criteria that call centers must meet to earn Center of Excellence designation. They must also pass audits conducted by the firm.

Both CCDQ and BenchmarkPortal have identified key indicators for successful call center performance in customer service, which include operational efficiency, service level standards, process management, customer satisfaction, leadership resources and employee training.

Since 2005, MAXIMUS has operated the Georgia Families Program for the Georgia Department of Community Health. The company facilitates program enrollment for eligible members of Medicaid and PeachCare for Kids, Georgia’s Children’s Health Insurance Program. With this certification, the project’s toll-free customer service line ranks among the top ten percent of the 20,000 call centers evaluated by the CCDQ.

“A contact center that seeks and achieves the Center of Excellence Certification from Purdue University’s (News - Alert) Center for Customer-Driven Quality demonstrates a remarkable commitment to service excellence,” commented Dr. Jon Anton of the CCDQ, in a Friday statement. “The obvious beneficiaries of this commitment are the center’s customers, employees, and shareholders.”

"This certification demonstrates the emphasis that we place on delivering high quality services in an efficient and effective manner to beneficiaries,” added Bruce Caswell, President and General Manager of the MAXIMUS Health Services Segment, in Friday’s statement.

“Georgia Families is the fifth MAXIMUS call center to receive this certification, joining our California Health Care Options, New York Medicaid CHOICE, Massachusetts Health Benefits (MassHealth) Customer Service, and HealthColorado projects.”

The level of customer service that is delivered by the call center can make a significant impact on the customer base and even the chances of attracting new customers. This designation for the Georgia Families project call center will help to better position the call center in the market, but it also helps to reaffirm that the efforts of its leaders have not gone unnoticed.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!