Campbell, CA – September 3, 2014 – Santa Clara Family Health Plan (SCFHP) has earned certification as a Center of Excellence from BenchmarkPortal, a leading contact center research and consulting firm. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.
"We certified SCFHP's customer care operations as a Center of Excellence after evaluating the company's effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service," said BenchmarkPortal CEO Bruce Belfiore.
BenchmarkPortal awards the "Center of Excellence" designation to customer service call centers that rank in the top ten percent of the call centers surveyed. Call centers that demonstrate superior performance on both quality-related metrics and cost-related metrics compared with their industry peers earn the award.
Since January 1, 2014 and implementation of expanded Medi-Cal eligibility in Santa Clara County, SCFHP has welcomed more than 50,000 new members. "SCFHP is Santa Clara County's safety net health plan. Having an excellent and efficient call center is critical to fulfilling our mission of providing high quality health care to residents who cannot afford health care. I commend our call center leadership and representatives for their commitment to the initiatives necessary to achieve sustainable service excellence," said SCFHP CEO Elizabeth Darrow.
BenchmarkPortal's founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal's mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit www.BenchmarkPortal.com.