Bright Horizons Call Center Certified as Center of Excellence for 2012
BROOMFIELD, CO, [November 9, 2012] Bright Horizons Family Solutions® today announced that its Colorado-based contact center has been certified for the second 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.
“The core mission of Bright Horizons is to help employees balance the demands of work and family life. When someone contacts our call center, they are in need of assistance, whether they are seeking care for a young child or a dependent elder, looking for answers on college admissions, or investigating the steps toward furthering their own education. Our call center team is specially trained to provide a customized caring solution for them,” said Marc Bernica, Vice President of Operations at Bright Horizons. “We are honored to earn this recognition for the second consecutive year.”
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. The
multi-channel contact center is expected to grow by 45 percent in 2012. The Contact Center’s staff earned a customer satisfaction score of 95 percent for the first nine months of 2012.
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 against a balanced scorecard of metrics for efficiency and effectiveness. Contact centers that demonstrate superior performance on both cost- related metrics and quality-related metrics compared with their industry peers earn the award.