Healthcare information provider Wolters Kluwer Health (WK Health), US, has announced that the Technical Services team for its Ovid and LWW journals business has been designated a 2012 Top 100 Center of Excellence from Benchmark Portal, in collaboration with the Center for Customer-Driven Quality, founded at Purdue University. The recognition was in the Small Center category, which is for those service centers with less than 100 staff members.
The team was recently certified as a Center of Excellence for the third time in six years (about 10 percent of companies that apply receive Centers of Excellence certification).
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 recognition process is similar to that of awarding Center of Excellence certification. Centers submit verifiable statistical data on key cost- and quality-related metrics related to call efficiency and effectiveness. Certified Call Center Experts at Benchmark Portal then review the data and compare it to data from other centers in the same - or a similar - industry. The top 100 centers demonstrate superior performance on these metrics.
