Wright Express Corporation (NYSE: WXS), a leading global provider of value-based business payment processing and information management solutions, today announced it was recently recognized by BenchmarkPortal and The Center for Customer-Driven Quality (CCDQ) for having one of the Top 20 medium-sized call centers for 2012 in the United States and Canada.
This is the second year in a row that Wright Express participated in the Annual Call Center Benchmarking Study. This year it moved up to the medium call center category from its placement in the small group in 2011. The study ranks the best 100 call centers in the following categories: small (5-99 agents), medium (100-249 agents), and large (250+ agents). The rankings are compiled using a database of call center metrics and measurements for feedback.
"We are extremely proud of our contact center for earning top 20 recognition both years that we’ve participated in this study,” said Jamie Morin, senior vice president of client services at Wright Express. “Wright Express is dedicated to continuous improvement in delivering exceptional customer experiences in the B2B payment solutions industry — so much so that our commitment to providing exceptional customer service is embedded in our mission statement. The study is a great resource to benchmark and reinforce our progress and results in an area we consider crucial to our success. Quality of service has helped us maintain industry leading levels of customer satisfaction and retention.”
The contest analyzed competitive strengths and weaknesses of each call center and ranked them accordingly within their respective size group.“Wright Express’ ranking in the top one-fifth of the 100 top call centers in its category is a true testament to the company's commitment to customer service and to its employees," said Bruce Belfiore, chief executive officer of BenchmarkPortal. BenchmarkPortal has the largest database of call center metrics in the world and includes thousands of participants. The CCDQ, founded at Purdue University, is internationally recognized as the premier research and educational organization for customer contact best practices.