In March, Mayo Laboratory Inquiry, the customer service center for Mayo Medical Laboratories, received two honors from BenchmarkPortal, a global leader in the contact center industry. Mayo Laboratory Inquiry has been certified as a 2012 Center of Excellence and named a 2012 Top 100 Call Center under 100 agents.
To achieve the distinction of a Center of Excellence, Mayo Medical Laboratories’ call center underwent an onsite review by a team from BenchmarkPortal, which audited and verified the center’s key performance indicators and compared that data to data from other peer organizations. The Center of Excellence is awarded to the top ten percent of the hundreds of call centers surveyed.
“Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s database of contact metrics, which was founded at Purdue University and is the largest in the world,” says Bruce Belfiore, CEO of BenchmarkPortal. “This achievement confirms the call center’s ability to deliver service that is both efficient and effective.”
In addition to being certified, Mayo Medical Laboratories was also named one of the 2012 Top 100 Call Center Contest in the category for call centers with less than 100 agents. The honor is awarded to certified call centers that meet rigorous industry standards and benchmarks. Mayo Laboratory Inquiry was named one of the top one hundred among the 300 call centers that met the Top 100 criteria.