Campbell, CA – April 28, 2015 – Santa Clara Family Health Plan (SCFHP), Santa Clara County's local safety net health plan, has been named one of the top 50 small call centers in North America. BenchmarkPortal's Top 100 competition compares the performance of call centers throughout North America by evaluating their key metrics against industry peers. SCFHP's call center serves as the primary point of contact for its more than 240,000 members and providers.
"The call center has experienced over 50% growth in call volume in the past year, as we have welcomed over 60,000 new members through Medi-Cal expansion," said Pat McClelland, VP of Member and Medical Operations for SCFHP. "To receive this award for the second year in a row and move into the top 50 is a testament to the dedication and hard work of our call center team."
The BenchmarkPortal Top 100 is based on statistical comparison, identifying centers that are achieving superior results in both qualitative and financial terms. Entries are all crosschecked, validated and approved by certified call center experts. "SCFHP's placement among the Top 100 Call Centers is a direct result of its leadership's commitment to balancing cost-effective service solutions with best-in-class service performance," said Bruce Belfiore, BenchmarkPortal CEO. "This is not easy to do, and we congratulate them on their accomplishment."
"Our call center representatives are committed to providing outstanding service to all members and providers calling SCFHP," said Elizabeth Darrow, CEO of SCFHP. "The continued recognition by BenchmarkPortal, a global leader in the contact center industry, validates our team's efforts and reinforces our commitment to service excellence."
"As our local, not-for-profit health plan, SCFHP's call center representatives are truly neighbors serving neighbors. I am so grateful for SCFHP's commitment to our community that has led to this notable recognition," said Michele Lew, president and CEO of Asian Americans for Community Involvement and chair of the SCFHP Governing Board.
BenchmarkPortal's activities began in 1995, and it is now a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for contact centers. BenchmarkPortal hosts the world's largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal's mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information, please call 1-800-214-8929 or visit www.BenchmarkPortal.com.