WATERTOWN, Mass., Bright Horizons Family Solutions® today announced that its Colorado-based contact center has been certified for the third year in a row as a Center of Excellence by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.
"Each day family members look to Bright Horizons to help care for those they love most, from a child to an aging parent. Our call center is the first point of contact we have with many individuals so it is critical that our consultants are passionate about, and experts in, finding solutions that will work best for each family," said Marc Bernica, Vice President of Operations at Bright Horizons. "It is an honor to be recognized by BenchmarkPortal again. It reaffirms that we are continuing to meet and exceed the needs of families, and that is our ultimate goal."
The Bright Horizons contact center is located in Broomfield, Colorado and supports the company's full- service child care, emergency back-up care, adult learning and college counseling operations. This year to date, the Contact Center's staff has earned a customer satisfaction score of 95 percent.
"A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this commitment are the center's employees and customers," said BenchmarkPortal CEO Bruce Belfiore. "A great contact center operation reflects a passion for balancing the demands of high quality and efficiency. Bright Horizons has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Bright Horizons is, indeed, among the best in its industry. I congratulate Bright Horizons on a job well done."
In order to be certified as a Center of Excellence by BenchmarkPortal, a call center must rank in the top ten percent of the call centers surveyed. Call centers are judged on a balanced scorecard of metrics for efficiency and effectiveness. Factors like cost per call, call waiting time and customer satisfaction are all taken into account. Contact centers that demonstrate superior performance on both cost- related metrics and quality-related metrics compared with their industry peers earn the award.