Troy, Michigan - Proctor Financial, Inc. (PFI) is pleased to announce the recertification of its call center as a Center of Excellence by BenchmarkPortal for 2013. PFI also received this honor in 2011 and 2012. This recognition is among the most prestigious awards in the customer service and support industries. Receiving the Center of Excellence designation is a testament to PFI’s management and employee dedication to balancing effectiveness and efficiency in operations which results in exceptional call center service for PFI’s client’s and their borrowers.
“Certification is an important distinction because it is 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. This achievement confirms the call center’s ability to deliver service that is both efficient and effective,” stated Bruce Belfiore, CEO of BenchmarkPortal. “We certified PFI’s 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.”
The Center of Excellence designation is awarded to customer service call centers that rank in the top ten percent of the call centers that are surveyed. This is a metrics-driven distinction as call centers are judged against a balanced scorecard of statistics for efficiency and effectiveness. The BenchmarkPortal team audited and verified the PFI call center’s key performance indicators and compared that data from other peer organizations. The certification attests that PFI has surpassed the rigorous standards of efficiency and effectiveness to be named as a Center of Excellence.
“We here at PFI are committed to providing world-class service to our clients’ borrowers. This prestigious award exemplifies the commitment to quality that is embraced by all of our call center agents, supervisors and managers in our borrower care center,” said Mohamed Elewa, Chief Operating Officer of PFI. “To ensure that we continue to deliver exceptional service to our clients’ borrowers, we continue to provide our staff with the best training program along with a state-of-the-art phone system.”
This is the third consecutive year that PFI has been certified as a Center of Excellence by BenchmarkPortal. In April 2013, PFI placed Top 50 in BenchmarkPortal’s Top 100 Call Center Award for 2013.
About Proctor Financial, Inc.
Proctor Financial, Inc. (PFI) is a hazard tracking and lender-placed insurance provider for mortgage servicers on a national basis. An industry leader, PFI pioneered the concept of lender-placed insurance (also called force-placed insurance) in the 1970s. PFI demonstrates success in industry experience and exceptional service with an impressive list of over 1,700 clients. PFI is a wholly owned subsidiary of Brown & Brown, Inc. (NYSE: BRO). For more information about PFI, visit the company website at www.pfic.com.
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry providing benchmarking, certification, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its expertise and an innovative approach to best practices for the contact center industry and hosts the world’s largest database of contact center metrics. For more information on BenchmarkPortal visit www.BenchmarkPortal.com.