Mayo Medical Laboratories placed second in the Top 100 Call Center award for 2013 from BenchmarkPortal. The Top 100 competition compares the performance of contact centers throughout North America by evaluating their key metrics against other call centers, which range from 5-100 agents. Entries are all cross-checked, validated and approved by certified call center experts, and the resulting submissions are scored on the basis of both quality and cost efficiency.
"Ranking in the Top 100 Call Center contest is a notable achievement for our hardworking call center staff," said Franklin Cockerill, M.D., chair of Mayo Clinic Department of Laboratory Medicine & Pathology. "In balancing efficiency, effectiveness and quality, Mayo Medical Laboratories' call center is committed to providing personalized and timely service to each and every customer."
Benchmark Portal's Top 100 process is based entirely on statistical comparison to the world’s largest and most respected database of call center metrics, which allows this competition to objectively identify centers who are achieving superior results both in financial and qualitative terms.
“Mayo Medical Laboratories’ 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, CEO, BenchmarkPortal.
The Top 100 contest grouped submissions into three categories according to size for this awards program. Each center was compared within a wide variety of industries and assigned numerical ratings. As a result, Mayo Medical Laboratories was determined to be second in North America for small-size centers.
Additionally, the customer service center was also certified as a Center of Excellence by BenchmarkPortal for the third straight year. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry. To achieve the distinction of a Center of Excellence, Mayo Medical Laboratories’ call center underwent an extensive review by a team from BenchmarkPortal, which audited and verified the center’s key performance indicators and compared that data with other peer organizations. The Center of Excellence is awarded to the top ten percent of the hundreds of call centers surveyed.