In March, Mayo Laboratory Inquiry (the customer service center for Mayo Medical Laboratories) was certified as a Center of Excellence by BenchmarkPortal, a global leader in the contact center industry. This is the fourth year in a row that Mayo Laboratory Inquiry has achieved this honor.
“Maintaining high levels of excellence in the center over a period of years is a wonderful testimony to Mayo Laboratory Inquiry’s management team, our frontline staff, and all of our DLMP employees who support and encourage excellence,” says Marie Brown, Associate Administrator of the Department of Laboratory Medicine and Pathology. “Our MLI call center professionals have shown exceptional dedication and results, for which I commend them.”
To be named a Center of Excellence, Mayo Laboratory Inquiry (MLI) underwent a significant onsite review by a team from BenchmarkPortal, which audited and verified the center’s key performance indicators and compared that data to information from other peer organizations. The Center of Excellence is only awarded to the top ten percent of the hundreds of call centers reviewed by BenchmarkPortal.
“Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s extensive database of contact center 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.”
MLI Also Honored with Top 10 Award
In addition to being certified as a Center of Excellence, Mayo Laboratory Inquiry was named a 2015 Top 10 Call Center in BenchmarkPortal’s Top 100 Call Center Contest. MLI was chosen as a Top 10 in the category for call centers with less than 100 agents. This honor is awarded to certified call centers that meet rigorous industry standards and benchmarks.
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research, and industry reports. The company’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.