Delta Dental of Wisconsin Contact Center Receives Three National Awards
Wisconsin Eagle/10178397

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STEVENS POINT, Wis.--(BUSINESS WIRE)--Delta Dental of Wisconsin's Contact Center has received national recognition for service to its customers and for reported employee satisfaction. BenchmarkPortal, a global leader in contact center benchmarking, certification, and training, notified Delta Dental of their three awards including:
  • #2 highest-ranking contact center in the nation for small size center (<50 contact center employees)
  • Best overall contact center employee satisfaction rating
  • Best first-call resolution rate

Last year, Delta Dental earned the distinction of Center of Excellence for the tenth time by BenchmarkPortal. In the first quarter of each year, BenchmarkPortal evaluates the previous year's results and releases awards for the "top contact center contest." Of nine categories with companies of all sizes, Delta Dental received two of the top category awards. Delta Dental's Contact Center continuously meets rigorous standards of efficiency and effectiveness and operates among the best 10% of contact centers in the industry.

"I'm so proud of our team for their commitment to our fundamental of delivering legendary service, among many others. They absolutely deserve the honor of receiving these distinctions," said Maureen Lewandowski, vice president, claim operations for Delta Dental of Wisconsin.

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On average, Delta Dental's Contact Center resolves customer inquiries 98.9% of the time on the first contact.

"Maintaining consistent excellence is a wonderful testimony to the Contact Center team and management. I believe it's one of the reasons we have such high customer retention and satisfaction," said Betsy Vinopal, director of account management at Delta Dental of Wisconsin.

The BenchmarkPortal certification process compares the performance of contact centers by evaluating key metrics against industry peers, including the average speed of answer, percentage of calls satisfactorily handled on the first call, average length of call, and even the number of hours new customer service agents spend in training. In addition, they interviewed many employees regarding their work environment, culture, and philosophy. Entries are then cross‐checked, validated, and approved by certified contact center experts.

About Delta Dental of Wisconsin

Delta Dental of Wisconsin is the state's leading dental insurer, providing dental benefits to more than two million members. Delta Dental has made dental benefits easy – through exceptional service, quick and accurate claims payments, providing the most in‐network dentists, and by making coverage affordable for companies and their employees. For 60 years, the company has been fulfilling its mission of engaging and empowering our customers, partners, and communities to improve oral and overall health by developing and delivering innovative products and services built on a culture of legendary service.

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Delta Dental of Wisconsin is headquartered in Stevens Point, with sales offices in Milwaukee and Madison. As part of the nationwide Delta Dental Plans Association, DDWI joins 38 other Delta Dental plans to serve more than 83 million Americans with dental insurance.

About BenchmarkPortal

Since its origins in 1995, BenchmarkPortal has become a global leader in the contact center industry, providing benchmarking, certification, training, consulting, and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world's largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal'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. For more information on BenchmarkPortal please call 1‐800‐214‐8929 or visit www.BenchmarkPortal.com.

Contacts

Amanda Lowery
Manager, Marketing & Communications
alowery@deltadentalwi.com
Filed Under: Business

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