Des Moines, Iowa (PressExposure) December 21, 2009 -- ARAGÂ® has been certified a Center of Excellence for the third consecutive year by BenchmarkPortal, a national benchmarking organization affiliated with Purdue University's Center for Customer-Driven Quality.
"Being certified a Center of Excellence reflects ARAG's strong commitment to providing best in class products and service. It is a tribute to the dedication and hard work of the Customer Care team who deliver exceptional service to our plan members on a daily basis. Customers trust ARAG to provide responsive, reliable service to help them deal with personal legal needs," says Cam Sutton, President and Chief Executive Officer.
Only five to seven percent of companies that apply and undergo a rigorous assessment review achieve the overall performance results required for certification and an even smaller percentage of companies receive certification for consecutive years, according to BenchmarkPortal. A company must excel in several key metrics, including abandonment rate, average speed of answer, hold and talk time, training hours for the staff, plan members satisfaction and call center representative satisfaction. All metrics are benchmarked against peers and the entire BenchmarkPortal database of more than 50,000 participating companies.
Center of Excellence certification is one of several prestigious honors that ARAG has received this year. The company was recently selected as one of the Best Places to Work in Insurance by Business Insurance magazine and Best Companies Group and as Customer Service Team of the Year in insurance, banking and financial services by The American Business Awards.