Customer Care Center Recognized for Excellence for Fourth Year

Oct. 21, 2018

Like many, retired Pastor Wayne Ellingson occasionally finds it tricky to navigate the intricacies of health care coverage and personal financial planning.

That’s why the Decorah, Iowa resident is glad he can call Portico whenever he needs assistance.

“That sort of stuff is sometimes difficult to maneuver,” said Pastor Ellingson, who last served the Stavanger Lutheran Church in nearby Ossian. “I have always had excellent help whenever I call Portico, and that is so very much appreciated.”

BenchmarkPortal agrees. Recently and for the fourth consecutive year, the call center benchmarking, certification, and training organization certified Portico’s Customer Care Center as a Center of Excellence. The award is among the most prestigious in the customer service industry, reflecting that Portico’s service is on par with the top 10% of surveyed small call centers in the United States and Canada in our industry. Centers of Excellence deliver superior performance, as measured by quality-related metrics, at lower overall costs. In other words, Portico’s advocates demonstrate a commitment to efficiency and effectiveness in caring for our members.

BenchmarkPortal assesses thousands of customer service centers in more than 50 industries as part of its reviews.

“If everybody had people like Portico’s, life would be a whole lot easier.”
— Portico member Pastor Wayne Ellingson of Decorah, Iowa

Portico Customer Care Center Manager Sarah Holt said being certified once again is exciting, and it reflects the dedication our advocates have for our members.

“Our goal is always to serve members with grace, respect, efficiency, and accuracy,” she said. “This recertification demonstrates that our proactive, personal approach continues to make a difference for members. At Portico, high quality and good stewardship go hand-in-hand.”

Portico Customer Care Center advocates address concerns quickly by listening carefully, asking questions, and providing accurate answers and helpful resources, she added.

Pastor Ellingson, whose wife is also a Portico member, sees it this way: “If every company had people like Portico’s, life would be a whole lot easier.”

Portico Customer Care Center advocates gather to celebrate.

Portico Customer Care Center advocates take a moment to celebrate the center having once again been named a Center of Excellence.