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Delta Dental of Arizona Earns Center of Excellence Recognition from BenchmarkPortal
By Alison Bailin - Monday Nov 28, 2022
For the seventh consecutive year, Delta Dental of Arizona has earned the Center of Excellence certification by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry, demonstrating Delta Dental’s dedication to providing superior customer care.

“For more than 50 years Delta Dental of Arizona has provided exceptional customer service to the members, brokers, clients, and dentists we serve. This certification recognizes the hard work and dedication our entire customer service team delivers to the more than 1.3 million Delta Dental members and more than 3,600 contracted dentists we serve across the state,” said Craig Livesay, chief operating officer at Delta Dental of Arizona. “Following customer-service best practices is incredibly important to us and it’s why nearly 90% of members rate the service they receive as very good or excellent.”

In addition to the Center of Excellence recognition, Delta Dental of Arizona was previously named the “Top Contact Center” by BenchmarkPortal in 2022. Due to Delta Dental of Arizona’s commitment to providing a great customer experience, the company was also awarded “Lowest Abandon Rate” and “Best Agent Retention” titles.

“We’re on a mission to provide our stakeholders with best-in-class customer service. To us, that means answering each call with a smile and a can-do attitude,” said Jeanette Watte, customer service director at Delta Dental of Arizona. “Each person we speak with deserves the very best from us, this focused attention on providing the best customer service we can is what sets us apart.”

BenchmarkPortal awards the “Center of Excellence” designation to customer service contact centers that rank in the top ten percent of the contact centers surveyed. They are judged against a Balanced Scorecard of metrics for efficiency and effectiveness. Those contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers earn the award.

“Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost-effective service strategies,” said Bruce Belfiore, CEO of BenchmarkPortal.