Healthcare information provider Wolters Kluwer Health has announced that the Technical Services Customer Support team for its Ovid® and Lippincott Williams & Wilkins journals business has been designated a 2014 Top 25 Center of Excellence by BenchmarkPortal, in collaboration with the Center for Customer-Driven Quality™, founded at Purdue University. The recognition comes in the Small Center category, which is for those service centers with less than 100 staff members.
BenchmarkPortal, custodian of the world's largest database of contact center performance metrics, evaluates customer support and service centers across a variety of industries on their ability to meet or exceed rigorous quality standards in comparison to their peers.
The Top 100 competition compares the performance of customer service centers throughout North America by evaluating their key metrics against industry peers. Entries are all cross-checked, validated and approved by certified call center experts, and the submissions are scored on the basis of both quality and cost efficiency. The Top 100 contest grouped submissions into three categories according to size for this awards program. Each center was compared from a wide variety of industries and assigned numerical ratings.
