Call Center Named Top Contact Center in United States, Canada

Delta Dental of Arizona, the state’s largest dental insurance company, has received multiple awards in BenchmarkPortal’s Top Contact Center Contest for its ability to provide superior customer service to its members. In the 2022 competition, Delta Dental of Arizona earned first place in the prestigious “Top Contact Center” category for contact centers with 2 to 49 agents. In addition, Delta Dental’s call center was also awarded “Lowest Abandon Rate” and “Best Agent Retention” titles, a true testament to the company’s dedication to its team members and customers.

“Creating a supportive team environment where agents feel empowered to put our members first is at the heart of what we do. In fact, nearly 90% of members rate the service they receive from their customer service representative as very good or excellent,” said Jeanette Watte, director of customer service at Delta Dental of Arizona. “We’re a hard-working team and we enjoy helping each other out and watching each other succeed along with making sure we’re helping our customers along the way. It’s a winning recipe for us!”

The Top Contact Center competition compares the performance of contact centers throughout the United States and Canada by evaluating their key metrics against other centers based on center size. Call centers are measured on a variety of efficiency and effectiveness performance indicators, such as average contact handle time, calls per agent per hour, agent turnover, average speed of answer, and customer and agent satisfaction. Since the Top Contact Center process is based entirely on statistical comparison to the world’s largest and most respected database of contact center metrics, this competition can objectively identify centers that are achieving superior results both in financial and qualitative terms.

“The Delta Dental of Arizona contact center is among the best of its size in the industry. This award was granted on the basis of objective, metrics-driven performance. Delta Dental of Arizona stood tall against its competitors according to the world’s largest database of contact center metrics. This is not easy to do, and we congratulate them on their accomplishment,” said Bruce Belfiore, CEO of BenchmarkPortal.