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Customer Care Center Recognized Once Again for Excellence

Feb. 25, 2018

2017 Certified Center of ExcellenceDemonstrating a sustained commitment to efficiency and effectiveness, for the third year in a row the Portico Customer Care Center was certified by BenchmarkPortal as a “Center of Excellence.” This is one of the most prestigious awards in the customer service industry.

According to Rachel Dexter, director of the Customer Care Center, “When you interact with us, you can expect to be served by warm, knowledgeable advocates who ask questions, provide accurate answers, offer proactive support, and get to the root of problems quickly.”

Dexter takes extra pride in her team’s third-time achievement, in light of more robust evaluation criteria added for small contact centers like Portico’s. “We’re different from a typical contact center because about half of our overall phone calls are outbound, as we reach out to help guide members through transitions like the call process,” she said. “It speaks volumes that we’re able to provide this level of personal and proactive service, and still surpass the efficiency and effectiveness standards for our industry.”

BenchmarkPortal, a global leader in the contact center industry, reserves this annual certification for customer service contact centers that rank in the top 10% of those surveyed and demonstrate superior performance on both cost- and quality-related metrics as compared to industry peers.