Bright Horizons Call Center Certified as Center of Excellence for Fourth Year in a Row
[Broomfield, CO – October 2, 2014] Bright Horizons Family Solutions® today announced that its Colorado-based contact center has been certified for the fourth 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.
"Our call center is the first point of contact we have with family members who look to us for the care and education of their loved ones. It's critical that our consultants are able to quickly tune into their individual needs and provide the solution that will best work for them so that we can be their trusted partner in caring for those they love most," said Marc Bernica, Vice President of Back-Up Care Advantage® and Call Center Operations at Bright Horizons. "We are honored and grateful for the BenchmarkPortal recognition that once again confirms we are providing excellent service to families, and I couldn’t be more proud of our call center employees."
The Bright Horizons contact center supports the company's full- service child care, emergency back-up care, adult learning and college counseling operations. The contact center staff has earned a 95 percent customer satisfaction score.
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 all these metrics compared with their industry peers earn the award.
"The achievement of the Center of Excellence represents a contact center's commitment to delivering customer service that is both effective and efficient. It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence," said Bruce Belfiore, CEO of BenchmarkPortal.