Delta Dental of Wisconsin Benefit Center Recognized as “Center of Excellence”
Stevens Point, Wis., August 31, 2018 ‐ The Delta Dental of Wisconsin Benefit Center, servicing businesses, dentists, and their employees and family members, recently earned the distinction of “Center of Excellence” by BenchmarkPortal, a global leader in contact center benchmarking, certification, and training.
The certification means that Delta Dental’s Benefit Center has met rigorous standards of efficiency and effectiveness and is operating among the best 10 percent of contact centers in the industry. Delta Dental is the only dental insurance company within Wisconsin that holds this designation, and has received the award seven times.
The BenchmarkPortal certification process compares the performance of contact centers by evaluating key metrics against industry peers including: the average speed of answer, percentage of calls satisfactorily handled on the first call, average length of call, and 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. Entries are then cross‐checked, validated, and approved by certified call‐center experts.
On average, Delta Dental of Wisconsin:
- Takes 11 seconds or less to connect customer phone inquiries to a benefit advisor, while industry average is 32.78.
- Resolves customer inquiries 98.8% of the time on the first contact with a benefit advisor.
- Takes 40% less time than the industry average to resolve customer inquiries.
According to BenchMarkPortal CEO, Bruce Belfiore, “Maintaining high levels of excellence in the center over a period of years is a wonderful testimony to the contact center management team, the frontline agents, and the senior managers who support and encourage this excellence. Delta Dental of Wisconsin’s contact center professionals have shown exceptional dedication and results, for which I commend them.”
About Delta Dental of Wisconsin
Delta Dental of Wisconsin is the state’s No. 1 dental plan, providing dental insurance to more than two million members. Delta Dental has made dental benefits easy – through exceptional service, quick and accurate claims payments, providing the most in‐network dentists, and by making coverage affordable for companies and their employees. For more than 50 years, the company has been fulfilling its mission of helping improve oral health and wellness by extending access to care, advancing science, and supporting an effective oral‐health workforce.
Delta Dental of Wisconsin (DDWI) is headquartered in Stevens Point, with sales offices in Milwaukee and Madison. As part of the nationwide Delta Dental Plans Association, DDWI joins 38 other Delta Dental plans to serve more than one third of the estimated 212 million Americans with dental insurance.
Since its origins in 1995, BenchmarkPortal has become a global leader in the contact center industry, providing benchmarking, certification, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information on BenchmarkPortal please call 1‐800‐214‐8929 or visit www.BenchmarkPortal.com