GLENDALE, Ariz. (March 27, 2017) — The Delta Dental of Arizona call center, already receiving the distinction of Call Center of Excellence since 2015, has been awarded North America’s “best first call resolution rate” by BenchmarkPortal, a leading contact center consulting services group. Participants submitted performance data on key operating metrics and winners in each category had the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal’s expert formula.
“We are thrilled that our call center is now receiving international recognition for what our customers—whether members, employers or providers—already know: that when you call Delta Dental of Arizona you will receive the best customer service and a resolution to your issue during your first phone call,” Jeanette Watte, customer service manager at Delta Dental of Arizona. “We are committed to providing effective and efficient customer service and are proud that we can deliver on this promise.”
Each month, Delta Dental of Arizona’s customer service team answers nearly 17,000 phone inquiries from subscribers, employers and dental providers. On average, Delta Dental of Arizona subscribers are connected to a local customer service representative within 18 seconds and the first-call resolution rate for all callers in 2016 was 99.92 percent.
“BenchmarkPortal salutes the winners—they are leaders in the call center industry,” said Bruce Belfiore, BenchmarkPortal CEO. “Our awards place a contact center among the best in the industry in terms of quality of service and cost efficiency. Their key metrics were benchmarked against our database—the largest in the world of contact center metrics. This is a great accomplishment.”
About Delta Dental of Arizona
Delta Dental of Arizona is the leading dental benefits provider in Arizona, serving more than 1 million enrollees and more than 3,300 contracted dentists across the state. Passionate about oral health and its importance to generations of families, Delta Dental of Arizona has worked for more than 40 years to improve oral health by emphasizing preventive care and making dental coverage accessible to a wide variety of employers, groups and individuals. For more information about Delta Dental of Arizona, visit www.deltadentalaz.com.
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry experts. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. 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, visit www.BenchmarkPortal.com.