QBE FIRST's customer care centers have been recognized as a "Certified Center of Excellence” by BenchmarkPortal. This certification ranks QBE FIRST's call centers among the top 10% of the 20,000 North American participating call centers, based on quality. As an additional mark of distinction, QBE FIRST has achieved this recognition for the seventh straight year, placing us among the top 1% by achieving recertification for three or more consecutive years.
The Center of Excellence recognition is one of the most prestigious awards in the service and support industry. Call centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world's largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.
Call centers are evaluated in 22 categories on their ability to exceed rigorous statistical standards compared to industry peers.
The resulting metrics are focused on the quality of the customer experience and the efficiency with which it is provided. The findings provide actionable items to provide ongoing improvements in call center performance.
© 2013 QBE Financial Institution Risk Services, Inc.