Marks the Fifth Consecutive Year MetLife has Earned this Prestigious Designation
NEW YORK, Mar 23, 2010 (BUSINESS WIRE) -- MetLife, Inc. has announced that the Customer Sales & Service Group has, for the fifth consecutive year, earned the prestigious designation of "Certified Center of Excellence" by Purdue University's Center for Customer-Driven Quality in conjunction with BenchmarkPortal, a national benchmarking firm.
BenchmarkPortal evaluates contact centers - across a variety of industries - on their ability to exceed rigorous statistical standards in comparison to their industry peers. Only the top ten percent of contact centers that apply for certification earn the designation. MetLife's Customer Sales & Service Group is among only two winning centers to have earned this certification five years in a row.
"This achievement demonstrates MetLife's recognition as an industry leader with our call center service organization," said Karen Hemenway, vice president, Customer Sales & Service Group, MetLife. "We focus on creating a customer experience that is high quality - that deepens and extends our customer relationships. The Center of Excellence Certification provides us with recognition and serves as further validation of our commitment to customer intimacy in all of the markets that we serve."
"The hallmark of a great center is the ability to not only achieve top tier performance, but to maintain that performance over time," added Bruce Belfiore, CEO, BenchmarkPortal. "MetLife has shown consistently that it is dedicated to continuous improvement for the benefit of its customers and its employees, which is the only way to maintain a Center of Excellence over a five-year period."
About MetLife
MetLife is a subsidiary of MetLife, Inc. (MET 42.16, +0.24, +0.56%) , a leading provider of insurance, employee benefits and financial services with operations throughout the United States and the Latin America, Europe and Asia Pacific regions. Through its subsidiaries and affiliates, MetLife, Inc. reaches more than 70 million customers around the world and MetLife is the largest life insurer in the United States (based on life insurance in-force). The MetLife companies offer life insurance, annuities, auto and home insurance, retail banking and other financial services to individuals, as well as group insurance and retirement & savings products and services to corporations and other institutions. For more information, visit www.metlife.com.
About Purdue University's Center for Customer-Driven Quality (CCDQ)
Purdue University's CCDQ is internationally recognized as the premier research and education organization for behavior in customer access and access channel management issues.
About BenchmarkPortal
BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. Founded in 1995 by Dr. Jon Anton, it provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. BenchmarkPortal's Web site can be found at: http://www.benchmarkportal.com