Scientific publisher Wolters Kluwer Health, US, has announced that its Ovid and LWW journals technical services team received certification as a Center of Excellence by BenchmarkPortal in collaboration with the Center for Customer-Driven Quality, founded at Purdue University. Only 10 percent of companies that submit data under BenchmarkPortal's programme are reportedly awarded the certification. This is the third time in six years that a team within the Wolters Kluwer Health Customer Support organisation received certification.
The certification process involved surveys conducted with Ovid and LWW journal customers and subscribers, a review of centre communication and operations metrics, and an assessment of how members of the Wolters Kluwer Health Technical Services team field customer calls and e-mail.
BenchmarkPortal, custodian of what is said to be the world's largest database of contact centre performance metrics, evaluates customer support and service centres across a variety of industries on their ability to meet quality standards in comparison to their peers. They are measured against a set of key performance indicators that balance efficiency and effectiveness (unlike other centre certifications, which reportedly typically focus on less results-oriented metrics such as process-handling and procedures). Centres that demonstrate superior performance on these cost- and quality-related metrics compared with their industry peers are awarded with certification.
To access our daily STM news feed through your iPhone, iPad, or other smartphones, please visit www.myscoope.com for a mobile friendly reading experience.
