GLENDALE, Ariz. (Jan. 31, 2019) - Delta Dental of Arizona is proud to announce its recertification as a Center of Excellence by BenchmarkPortal for the fourth year in a row. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry, reinforcing Delta Dental of Arizona’s reputation in the marketplace for superior customer service.
“We truly care about our customers and strive to make their experience as seamless as possible when they reach out to us for assistance,” said Jeanette Watte, director of customer service at Delta Dental of Arizona. “Our knowledgeable team is prepared to provide the most effective and efficient service so that resolution for a customer is found on their first call.”
Along with continuing to achieve the Center of Excellence recognition, Delta Dental of Arizona has also previously been named the “Best First Call Resolution Rate in North America” by BenchmarkPortal. Delta Dental of Arizona’s commitment to providing customers with efficient and complete resolution when they call has led them to maintain a 95% group retention rate.
Contact center leaders who seek certification are committed to achieving service excellence in the most cost-effective ways possible. They understand that certification means that their center has reached an optimized balance between efficiency and effectiveness. This typically means that the center is also operating at the lowest possible cost while increasing customer loyalty.
“Maintaining high levels of excellence in the center over a period of years is a wonderful testimony to the contact center management team, the frontline agents—as well as senior managers, who support and encourage this excellence. Delta Dental of Arizona’s contact center professionals have shown exceptional dedication and results, for which I commend them,” said Bruce Belfiore, CEO of BenchmarkPortal.
From its origins in 1995, BenchmarkPortal has become a global leader in the contact center industry, providing benchmarking, certification, training, consulting and industry reports. 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 on BenchmarkPortal, visit www.BenchmarkPortal.com.
About Delta Dental of Arizona
Delta Dental of Arizona is the leading dental benefits provider in Arizona, serving more than 1.2 million enrollees and more than 3,500 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 45 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.
1 Delta Dental of Arizona internal data, December 2017