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MAXIMUS Texas Call Center Recognized as a Certified Center of Excellence

March 30, 2010

MAXIMUS, a provider of government services throughout the world, has announced that its Texas Eligibility Support Services call centers have been recognized as a “Certified Center of Excellence.” BenchmarkPortal designated this recognition in collaboration with the Center for Customer-Driven Quality, or “CCDQ,” at Purdue Research Park.

The custodian of the CCDQ best practices and the repository of one of the world’s largest database of call center operations and management, BenchmarkPortal completed a review of the Texas call center operations.

Call centers must meet objective, quantitative criteria to earn the Center of Excellence designation. In addition, they must also pass audits conducted by BenchmarkPortal researchers.

Successful call center performance is demonstrated by key indicators such as operational efficiency, service level standards, process management, customer satisfaction, leadership resources and employee training.

“The certification of the Texas call centers' customer service operations as a Center of Excellence is a result of their effectiveness and efficiency in interacting with their customers,” said Jon Anton of the CCDQ, in a statement. “We applaud their commitment to balancing cost-effective service solutions with superior customer service.”

The Children’s Health Insurance Program, or “CHIP,” is supported by the Texas call center through contracts between the company and the organization. The Texas call center also supports Enrollment Broker and Eligibility Support Services for the Texas Health and Human Services Commission.

Under the contracts with each organization, MAXIMUS provides call center services for Medicaid Managed Care enrollment, CHIP and eligibility support for Medicaid, Food Stamps, Temporary Assistance to Needy Families and Medicaid for the Elderly and Persons with Disabilities.

The call centers handle an average of 25,500 calls per day, totaling more than 1.2 million calls in the first quarter of 2010. It is the excellence with which they handle these calls and their service to callers that has earned them the designation of “Certified Center of Excellence”.

“This certification exemplifies our dedication to continually provide high quality, efficient call center services to Texans. Our management and call center staff understand the needs of the callers and are committed to striving for excellence,” said Leslie Wolfe, division president of MAXIMUS Health Services.

In June 2009, MAXIMUS 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. Since 2005, MAXIMUS has operated the Georgia Families Program for the Georgia Department of Community Health.

Earlier this month, the company celebrated the announcement that Bruce Caswell, President and General Manager of MAXIMUS Health Services, has been recognized by ExecutiveBiz for his expertise and leadership in the healthcare information technology field.

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

Edited by Kelly McGuire