GLENDALE, Ariz. (May 11, 2020) — Delta Dental of Arizona, the state’s largest dental insurance company, has been recognized in BenchmarkPortal’s Top Contact Center Contest for its ability to provide superior customer service to stakeholders. The Top Contact Center competition compares contact centers in all industries throughout North America based on size. In the 2020 competition, Delta Dental of Arizona earned the prestigious “Best Annual Agent Retention,” a testament to the company’s dedication to their team members and customers.
“I believe in fostering a supportive team environment where we celebrate each other’s successes and give proactive feedback,” said Jeanette Watte, director of customer service at Delta Dental of Arizona. “We are a tight-knit Arizona-based customer service team. We have a lot of fun and enjoy helping our customers—I think that’s what makes us so effective and productive.”
Monthly pot lucks, company outings, award recognitions and ongoing trainings are all part of the culture in Delta Dental of Arizona’s call center. Watte believes the most important principle in running a successful customer service team is to balance the seven P’s: people, priorities, participation, performance, productivity, progression and passion.
Along with regularly occurring professional development and social activities, the company offers its associates a robust benefits package. From medical, dental, vision and pet insurance to generous paid time off and a 401K with company match, Delta Dental of Arizona gives employees tools to support their financial and overall well-being. These perks and the supportive culture make the dental insurance company a great place to work and are a large reason for its top performance in the agent retention category.
In addition to the Best Annual Agent Retention award, Delta Dental of Arizona placed second in the “Highest Ranking: Small-sized Center” category. The dental insurance call center was measured on a variety of efficiency and effectiveness performance indicators, such as average contact handle time, calls per agent per hour, agent turnover, average speed of answer, and customer and agent satisfaction.
Since the Top Contact Center Contest process is based entirely on statistical comparison to the world’s largest and most respected database of contact center metrics, this competition can objectively identify centers that are achieving superior results both in financial and qualitative terms.
“Delta Dental of Arizona’s placement among the Top Contact 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 of BenchmarkPortal.
Delta Dental of Arizona also earned BenchmarkPortal’s Center of Excellence distinction for the past five years. Thanks to the dental carrier’s caring and knowledgeable customer service team, 99% of members rate the service they receive from their customer service representative as very good or excellent.1
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. Since 2010, Delta Dental of Arizona, through its Foundation, gave $7 million to support oral health education and disease prevention programs for underserved and uninsured communities across the state. For more information about Delta Dental of Arizona, visit www.deltadentalaz.com.
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, visit www.BenchmarkPortal.com.
1 Delta Dental of Arizona Post-Call Member Satisfaction Survey, March 2019–January 2020.