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EyeMed Vision Care Call Center Scores Certification Hat Trick

Stocks in this article: LUX

EyeMed Vision Care’s customer call center has earned its third straight “Certified Center of Excellence” designation from BenchmarkPortal. BenchmarkPortal also ranked EyeMed’s call center in the Top 15 of the Top 100 Award for the second year in a row. 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 honors in the customer support industry, and is awarded to call centers that rank in the top ten percent of call centers surveyed. Call centers that demonstrate superior performance in both cost- and quality-related metrics with their industry peers earn the award. The contest participants were judged on their key performance indicators - including first call resolution, cost per call, call waiting time, customer satisfaction and agent satisfaction.

The EyeMed Customer Care Center, one of the more than 20,000 call centers in the United States, achieved its distinction based on high levels of customer satisfaction, overall operational excellence, and call center agent satisfaction, according to Benchmark Portal.

"EyeMed has earned the distinction as Center of Excellence for a third year, meeting high performance standards,” said Dru Phelps, a senior consultant and certified auditor at BenchmarkPortal. “EyeMed’s best-in-class results include amazingly high agent job satisfaction ratings resulting from trusted leadership and a customer-focused vision. EyeMed employees feel appreciated, share a team spirit, and have a passion for excellence.”

EyeMed President Liz DiGiandomenico said, “Passion is one of our most treasured characteristics at EyeMed, and our Customer Care Center demonstrates this attribute every day. Achieving the ‘Center of Excellence’ honor for a third year in a row confirms our commitment to excellence for our clients, providers and members.”

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