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"Trust in the Lord with all thine heart; and lean not unto thine own understanding. In all thy ways acknowledge him, and he shall direct thy paths."
- Proverbs 3:5-6
October 2022
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Delta Dental of Arizona’s Customer Call Center Named Top Contact Center in United States, Canada
By Alison Bailin - Thursday Mar 17, 2022
Delta Dental of Arizona, the state’s largest dental insurance company, has received multiple awards in BenchmarkPortal’s Top Contact Center Contest for its ability to provide superior customer service to its members. In the 2022 competition, Delta Dental of Arizona earned first place in the prestigious “Top Contact Center” category for contact centers with 2 to 49 agents. In addition, Delta Dental’s call center was also awarded “Lowest Abandon Rate” and “Best Agent Retention” titles, a true testament to the company’s dedication to its team members and customers.

"Creating a supportive team environment where agents feel empowered to put our members first is at the heart of what we do. In fact, nearly 90% of members rate the service they receive from their customer service representative as very good or excellent,” said Jeanette Watte, director of customer service at Delta Dental of Arizona. “We’re a hard-working team and we enjoy helping each other out and watching each other succeed along with making sure we’re helping our customers along the way. It’s a winning recipe for us!”

The Top Contact Center competition compares the performance of contact centers throughout the United States and Canada by evaluating their key metrics against other centers based on center size. Call centers are measured on a variety of efficiency and effectiveness performance indicators, such as average contact handle time, calls per agent per hour, agent turnover, average speed of answer, and customer and agent satisfaction. Since the Top Contact Center process is based entirely on statistical comparison to the world’s largest and most respected database of contact center metrics, this competition can objectively identify centers that are achieving superior results both in financial and qualitative terms.

“The Delta Dental of Arizona contact center is among the best of its size in the industry. This award was granted on the basis of objective, metrics-driven performance. Delta Dental of Arizona stood tall against its competitors according to the world’s largest database of contact center metrics. This is not easy to do, and we congratulate them on their accomplishment,” said Bruce Belfiore, CEO of BenchmarkPortal.

About Delta Dental of Arizona
Delta Dental of Arizona is the leading dental benefits provider in Arizona, serving more than 1.2 million enrollees and more than 3,500 contracted dentists across the state. Passionate about oral health and its importance to generations of families, Delta Dental of Arizona has worked for 50 years to improve oral health by emphasizing preventive care and making dental coverage accessible to a wide variety of employers, groups and individuals. Since 2010, Delta Dental of Arizona, through its Foundation, gave over $15 million to support oral health education and disease prevention programs for underserved and uninsured communities across the state. For more information about Delta Dental of Arizona, visit http://www.deltadentalaz.com.

About Benchmark Portal
BenchmarkPortal’s activities began in 1995, and it is now a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. The BenchmarkPortal team of professionals has gained internatonal recognition for its innovative approach to best practices for contact centers. 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, please call 1-800-214-8929 or visit http://www.BenchmarkPortal.com