QBE call centers recognized 8th year running

Tuesday, May 06, 2014

New York, NY -- Customer care is a top priority for QBE North America, evidenced by the company’s eighth consecutive recognition for outstanding performance by BenchmarkPortal. QBE Mortgage & Lender Services call centers have been re-certified by BenchmarkPortal’s “Call Center of Excellence Award,” one of the most prestigious awards in the Service and Support industry. This year’s award puts QBE NA in the top 10% of North American participating call centers, based on effectiveness and efficiency.

This is the eighth consecutive year being awarded this prestigious certification, putting QBE among only seven North American Call Centers to achieve these continuous and impressive results.

According to BenchmarkPortal CEO Bruce Belfiore, “The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient. It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.”  He went on to add “A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence. The obvious beneficiaries of this com­mitment are the center’s customers, employees, and shareholders.”

Call Centers achieve the Center of Excellence distinction based on best-practice metrics drawn from BenchmarkPortal’s database of contact center metrics, which was founded at Purdue University and is the largest in the world. Call Centers are evaluated in their ability to exceed rigorous statistical standards in comparison to their industry peers. Those Call Centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers earn the award. Only the top 10% of contact centers that apply for certification earn the designation.

“I’m thrilled that our associates continue to be known for their superior customer care. Everyone in our call centers works very hard to provide a quality experience for our clients’ customers. This award is for each of them and their consistent dedication to our lender clients and their customers,” said Matt Freeman, QBE Mortgage & Lender Service’s President.

The BenchmarkPortal team audits and verifies the center’s key performance indicators, and compares that data to data from other peer organizations. “We certified QBE customer care operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service,” said Bruce Belfiore, CEO of BenchmarkPortal.

QBE North America is part of QBE Insurance Group Limited, one of the top 20 insurers and reinsurers worldwide. QBE NA reported Gross Written Premiums in 2013 of $5.855 billion. QBE Insurance Group’s 2012 results can be found at http://www.qbena.com/. Headquartered in Sydney, Australia, QBE operates out of 43 countries around the globe, with a presence in every key insurance market. The North America division, headquartered in New York, conducts business through its property and casualty insurance subsidiaries. QBE insurance companies are rated “A” (Excellent) by A.M. Best and “A+” by Standard & Poor’s.