EyeMed Vision Care’s customer call center has earned the “Certified Center of Excellence” designation from BenchmarkPortal for the second year in a row. BenchmarkPortal also ranked EyeMed’s call center 12 th among the best call centers in the nation in the Center of Excellence Top 100 for 2010. EyeMed is one of the nation’s leading vision benefits companies and part of Luxottica (NYSE: LUX), a leader in vision care and eyewear.
BenchmarkPortal, the nation’s Center for Customer-Driven Quality™, is internationally recognized as the premier research and education organization for customer access issues. The Center of Excellence recognition is one of the most prestigious awards in the customer support industry.
EyeMed achieved its overall 12 th ranking based on high levels of customer satisfaction and overall operational excellence. There are more than 20,000 call centers in the United States.
“On an objective, metrics-driven basis, EyeMed’s center is clearly one of the best in the industry,” said Bruce Belfiore, BenchmarkPortal CEO. “Call centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal in conjunction with the Center for Customer-Driven Quality at Purdue University.”Dru Phelps, certified auditor who conducted the on-site audit of EyeMed’s call center for BenchmarkPortal, added, “EyeMed excelled well above their industry for ‘quick to answer’ and ‘complete to resolution.’ This is a result of being focused on their callers.” EyeMed President Liz DiGiandomenico said, “EyeMed’s Customer Care Center is one of the most important ways we support our members, clients and providers. Our second consecutive “Center of Excellence” designation underscores the commitment and passion of our service representatives and management. We’ve invested in advanced technologies and training to provide our service agents the tools they need to give our customers the best service levels in the vision benefits industry.”
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