Contact Center Solutions Featured Article

June 05, 2009

MAXIMUS Call Center Designated Certified Center of Excellence

By Susan J. Campbell

TMCnet Contributing Editor

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

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