MetLife Inc. announced that its Customer Sales & Service group has, for the fifth consecutive year, earned the designation of “Certified Center of Excellence” by Purdue University's Center for Customer-Driven Quality in conjunction with BenchmarkPortal, a national benchmarking firm. MetLife’s Customer Sales & Service Group is one of only two winning centers to have earned this certification five years in a row.
“The hallmark of a great center is the ability to not only achieve top-tier performance, but to maintain that performance over time,” said 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.” BenchmarkPortal, the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, 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 10% of contact centers that apply for certification earn the designation. “This achievement demonstrates MetLife's recognition as an industry leader with our call center service organization,” said Karen Hemenway, VP, 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.”
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