MAXIMUS (NYSE:MMS), a leading government services provider, announced
today that its Georgia Families project call center is recognized as a
“Certified Center of Excellence” by Purdue University's Center for
Customer-Driven Quality (CCDQ).
The award certification followed a rigorous review by BenchmarkPortal,
Inc., the custodian of the CCDQ best practices and the repository of the
world's largest database of call center operations and management. The
CCDQ and BenchmarkPortal provide thought leadership in customer service
operations. To earn the Center of Excellence designation, call centers
must meet objective, quantitative criteria and pass audits conducted by
BenchmarkPortal researchers. Key indicators for successful call center
performance in customer service include operational efficiency, service
level standards, process management, customer satisfaction, leadership
resources and employee training.
MAXIMUS has operated the Georgia Families Program for the Georgia
Department of Community Health since 2005, facilitating program
enrollment for eligible members of Medicaid and PeachCare for Kids,
Georgia’s Children’s Health Insurance Program. As a Certified Center of
Excellence, the project’s toll-free customer service line ranks among
the top ten percent of the 20,000 call centers evaluated by the CCDQ.
“A contact center that seeks and achieves the Center of Excellence
Certification from Purdue University’s Center for Customer-Driven
Quality demonstrates a remarkable commitment to service excellence,”
commented Dr. Jon Anton of the CCDQ. “The obvious beneficiaries of this
commitment are the center’s customers, employees, and shareholders.”
"This certification demonstrates the emphasis that we place on
delivering high quality services in an efficient and effective manner to
beneficiaries,” commented Bruce Caswell, President and General Manager
of the MAXIMUS Health Services Segment. “Georgia Families is the fifth
MAXIMUS call center to receive this certification, joining our
California Health Care Options, New York Medicaid CHOICE, Massachusetts
Health Benefits (MassHealth) Customer Service, and HealthColorado
projects.”
About BenchmarkPortal, Inc.
BenchmarkPortal is the custodian of the Purdue University Center for
Customer-Driven Quality database of contact center metrics, the largest
in the world. It provides reports, products and services for contact
centers in the areas of operational metrics, customer satisfaction
measurement and agent satisfaction measurement. For further research
information, visit www.BenchmarkPortal.com.
About MAXIMUS
MAXIMUS is a leading provider of government services and is devoted to
providing health and human services program management and consulting
services to its clients. The Company has more than 6,000 employees
located in more than 220 offices in the United States, Canada,
Australia, Israel and the United Kingdom. Additionally, MAXIMUS is
included in the Russell 2000 Index and the S&P SmallCap 600 Index.
MAXIMUS
Lisa Miles, 800-MAXIMUS x11637
