Wolters Kluwer Health Remains the Only Company in its Industry to Receive Certification, which Recognizes High-Quality Best Practices in Customer Service and Support
New York, NY (February 6, 2011) –Wolters Kluwer Health is pleased to announce that its Ovid and LWW journals Technical Services team received certification as a Center of Excellence by BenchmarkPortal in collaboration the Center for Customer-Driven QualityTM, founded at Purdue University. Only 10% of companies that submit data under BenchmarkPortal's program are awarded a "Certification of Excellence." This is the third time in six years that a team within the Wolters Kluwer Health Customer Support organization received certification.
“The BenchmarkPortal certification is a tremendous honor and exemplary of our customer-centered approach to our work. I couldn’t be prouder of the Technical Services and Customer Support teams for their continued commitment to delivering high-quality customer service and satisfaction,” said Karen Abramson, President & CEO of Wolters Kluwer Health Medical Research. “Our customers and partners have long credited their customer support and service experience as an important, value-added component of their partnership with Ovid and the LWW journals, and this certification is a testament to the team’s expertise, and dedication to building a customer-driven business.”
Bruce Belfiore, CEO of BenchmarkPortal added, “We certified Wolters Kluwer Health’s Ovid and LWW journals customer care operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. Three consecutive years of certification is a noteworthy achievement. We applaud their commitment to superior customer service.”
The certification process involved surveys conducted with Ovid and LWW journal customers and subscribers, a review of center communication and operations metrics, and an assessment of how members of the Wolters Kluwer Health Technical Services team field customer calls and email.
BenchmarkPortal, custodian of the world's largest database of contact center performance metrics, evaluates customer support and service centers across a variety of industries on their ability to meet or exceed rigorous quality standards in comparison to their peers. They are measured against a set of key performance indicators that balance efficiency and effectiveness (unlike other center certifications, which typically focus on less results-oriented metrics such as process-handling and procedures). Centers that demonstrate superior performance on these cost- and quality-related metrics compared with their industry peers are awarded with certification.
About Wolters Kluwer Health
Wolters Kluwer Health (Philadelphia, PA) is a leading global provider of information, business intelligence and point-of-care solutions for the healthcare industry. Serving more than 150 countries and territories worldwide, Wolters Kluwer Health’s customers include professionals, institutions and students in medicine, nursing, allied health and pharmacy. Major brands include traditional publishers of medical and drug reference tools, journals and textbooks, such as Lippincott Williams & Wilkins; and electronic information providers, such as Ovid®, UpToDate®, Medi-Span®, Facts & Comparisons®, Pharmacy OneSource® and ProVation® Medical.
Wolters Kluwer Health is part of Wolters Kluwer, a market-leading global information services company. Wolters Kluwer has 2010 annual revenues of €3.6 billion ($4.7 billion), employs approximately 19,000 people worldwide, and maintains operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America.
BenchmarkPortal maintains the world's largest database of contact center metrics . BenchmarkPortal is an industry leader in call center benchmarking, call center training, and call center certification worldwide. BenchmarkPortal’s website can be found at: www.BenchmarkPortal.com.