February 11, 2020
Customer Care Center Achieves Milestone Distinction for Excellence
Portico is proud to announce for the fifth consecutive year, the Customer Care Center has been certified as a Center of Excellence by BenchmarkPortal, a contact center benchmarking, certification, and training organization. BenchmarkPortal reviews thousands of customer service centers in 42 industries, and only awards the Center of Excellence certification to the top 10% of surveyed contact centers in the United States and Canada for each industry. This makes it one of customer services’ most prestigious awards. Contact centers designated as Centers of Excellence are recognized as delivering superior performance through efficiently and effectively caring for their members, while maintaining outstanding quality-related metrics and lower overall costs.
The dedication to outstanding service from Portico’s Customer Care Advocates is also acknowledged by Portico’s members. Pastor Ed Robbins of York, Pennsylvania, notes, “Portico is always the BEST customer service of any institutional resource I have ever experienced.”
Pastor Robbins was a social worker before he entered seminary and sees a parallel between social work, ministry, and effective customer service: good listening skills. “I deeply appreciate that a person can talk to another person when we call in. Portico’s Customer Care Advocates know how to listen. They have the ability to listen and be present and warm which is so important,” he says.
“Advocates inspire and hold each other to higher standards because we’re motivated to keep up the level of service that our members have come to expect from us.”
— Customer Care Advocate Veronica Utecht
Customer Care Advocate Veronica Utecht has been with Portico since July 2018 and finds her work to be deeply significant. “Portico Advocates genuinely care about our members. To us, it’s meaningful working with those who help others. Finance and health are such important matters, so it feels good to know we’re recognized for our service helping our members in those areas.”
She’s proud that she and her colleagues in the Customer Care Center have received certification as a Center of Excellence for the fifth time. “It sets a standard once a center receives certification for the first time,” Veronica says. “Advocates inspire and hold each other to higher standards because we’re motivated to keep up the level of service that our members have come to expect from us. We’re all dedicated to continuously learning and improving.”
Sarah Holt, manager of the Customer Care Center, agrees. “Achieving this certification for the fifth consecutive year shows that we are devoted to continue delivering the level of service our members deserve on an ongoing basis. I am proud of our Customer Care Advocates and their commitment to meeting and exceeding those standards by providing excellent care for our members.”