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

Interactive Intelligence to Host 'Pitfalls of TCPA' Web Event

Consider this either a gentle reminder or a call to action. If you are an accounts receivable management (ARM) professional, you are more than attuned to the fact that the Telephone Consumer Protection Act (TCPA) restrictions on your activities have gotten a whole lot more challenging. In fact, assuring TCPA compliance has become in many ways your job No. 1. Thankfully, help is at hand in the form of education and insights from recognized industry experts. [ Read More ]
04/16/2014

Interactive Intelligence Group Inc. Has a New Partner in Saudi Arabia

Many companies are increasingly moving towards the idea of partnering with companies across the globe to expand their customer base in those respective countries. One such company is Interactive Intelligence Group Inc, a company that specializes in providing telecommunication solutions to businesses around the world. Recently, it has partnered with AWAL , the IT subsidiary of Saudi Telecom Company (STC), to reach out to customers located in Saudi Arabia. [ Read More ]
04/16/2014

Contact Centers Embracing Asterisk

The VoIP PBX Asterisk has long been touted, along with Linux, as one of the open source movement's biggest success stories, but how does the open source PBX fare under real-world contact center use? Very well, according to a guest post on Asterisk developer Digium's blog by Loway founder Lorenzo Emilitri. [ Read More ]
04/16/2014

OTRS Improves its Customer Support Software with New Features

OTRS Group has announced that it enhanced customer support software by adding new OTRS Feature Add-On "Ticket Allocation" feature to it. This is good news for service organizations and call centers that want to assign tickets automatically to its staff members. [ Read More ]
04/15/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!