To earn the Center of Excellence designation, a call center must meet objective, quantitative criteria and pass audits by BenchmarkPortal researchers. Key drivers of successful call-center performance in customer service include operational efficiency, service-level standards, process management, customer satisfaction, leadership resources and employee training.
This distinction places the E-ZPass Customer Service Center in Staten Island, New York, among the top ten percent of call centers evaluated.
In one of the certification audits performed by Purdue University, E- ZPass' call center was described as "a superior organization," "an extremely well-run center," and "one of the best-run call centers." Michael Huerta, ACS managing director of transportation systems and services, said, "This is a testament to the quality of the employees and managers of the center and we are honored by this distinction."
ACS is the nation's leader in electronic toll collection, handling more than 50 percent of the nation's electronic toll transactions, processing over $2.4 billion in toll revenue and supporting more than 10 million customers annually.
BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world.
