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The Benefit Center at Delta Dental of Wisconsin has been awarded the prestigious BenchmarkPortal certification, given in conjunction with the Center for Customer-Driven Quality located at Purdue University. The certification means that Delta Dental's Benefit Center is now judged to be a "Certified Center of Excellence," having met or surpassed rigorous standards of efficiency and effectiveness. The certification is based on best-practice metrics drawn from the world's largest database of call center information, maintained by researchers from BenchmarkPortal and the Center for Customer-Driven Quality. Delta Dental's certification was awarded following an audit that benchmarked its benefit Center against the best practices of a peer group of comparable centers. Auditors measured a variety of metrics including: the average speed of answer, percentage of calls satisfactorily handled on the first call, average length of call, even the number of hours new customer service agents spend in training. In addition, they interviewed many employees regarding their work environment and the Benefit Center's culture and philosophy. Certification is re-audited annually. "This certification of Delta Dental of Wisconsin is a direct result of its leadership's commitment to balancing cost-effective service solutions with best-in-class service performance," said Dr. Jon Anton of Purdue University's Center for Customer-Driven Quality. "It is an achievement of distinction." Karen Johnson, vice president, operations for Delta Dental of Wisconsin, said: "The certification is a testimony to the effort put forth by each member of our Wisconsin-based Benefit Center staff. It reflects the pride we have in delivering service solutions to subscribers, dentists, and other customers of our Benefit Center."
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