FALLS CHURCH, VA – Inova eServices Center has been certified as a Center of Excellence by BenchmarkPortal, a global leader in certification, training and benchmarking. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry and only about 15 percent of applicants pass the certification the first time they apply.
Inova’s eServices Center opened in June of 2014. The team of six representatives handles a high volume of calls and emails daily, with 93 percent of calls being resolved in less than 25 seconds, and email responses sent within 90 minutes. The team has reduced the hold process to create greater efficiency and customer satisfaction.
“The BechmarkPortal recognition underscores our dedication to excellence in customer service,” said Hong Le, Director, HRIS & Shared Services, Inova. “Through focus and teamwork, the eServices team was able to achieve this high standard following their first application and review and we are proud of the team we have built.”
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Inova is a global leader in personalized health, which leverages precision medicine to predict, prevent and treat disease, enabling individuals to live longer, healthier lives. At Inova, we serve more than 2 million people each year from throughout the Washington, DC, metro area and beyond.
We are shaping the future of health through our integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services and destination institutes. Our commitment to health and wellness is further reflected in our sustainable practices. Inova is home to world-class researchers, expert medical specialists and renowned scientists, who are driving innovation to improve patient care, prevent disease and promote wellness. For more information, visit inova.org, or find Inova on Facebook, Twitter and LinkedIn.
About Center of Excellence
Certification Contact centers and their managers who wish to implement best practices and attain world-class performance in their industry have a unique opportunity to certify their contact centers. BenchmarkPortal’s rigorous certification process has the advantage of referencing all performance goals to their best practice database of thousands of contact centers. Thus, contact centers will be held to performance levels that will improve their competitive position, not just force them to adhere to an arbitrary standard. Discover what the steps to certification are and how they will improve your center’s performance. www.BenchmarkPortal.com/contact-centercertification/
From 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
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