EFG Companies, the innovator behind the award-winning Hyundai
Assurance program, announced today that it has been certified as a
Center of Excellence by BenchmarkPortal (News - Alert) for the third year in a row. For
more information, visit: http://bit.ly/2lztMvm.
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EFG Companies has been awarded the BenchmarkPortal Center of Excellence certification for the third year in a row. The award reflects EFG Companies' continued efforts to optimize its call center efficiency and performance. (Graphic: Business Wire)
Each year, researchers from BenchmarkPortal audit and validate
best-practice metrics drawn from the world's largest database of
objective and quantitative data to determine which contact centers
should be awarded this designation. Only contact centers that rank in
the top ten percent of those surveyed achieve the award.
"Contact center leaders who seek this certification demonstrate an
ongoing commitment to achieving service excellence in the most
cost-effective ways possible," said Bruce Belfore, CEO of
BenchmarkPortal. "This certification means that EFG's center has reached
an optimized balance between efficiency and effectiveness."
EFG has long recognized the importance of providing the highest level of
customer service to its clients through high quality employees. In 2016,
the company made its mission to better equip thoe employees with the
tools and processes that only enhance their ability to service their
clients and customers.
This effort started with the implementation of the company's proprietary
part sourcing platform, the Parts Wizard. In early 2016, EFG launched
the Parts Wizard to reduce client reinsurance exposure, streamline
claims administration and increase customer satisfaction. The Parts
Wizard automates the manual process of sourcing parts for vehicle
Traditionally, claims administrators must research vehicle parts on
several vendor websites, before negotiating with a service center. The
Parts Wizard sources parts from all EFG-approved vendors at once,
drastically shortening the time it takes to research parts by up to 30
minutes per claim. In addition, the technology prioritizes results based
on availability and price to factor in to the decision process.
To further ensure the success of every customer contact, EFG invested in
and implemented Castel (News - Alert) DetectTM LIVE Speech Analytics to
provide EFG claims adjusters and management teams with real-time insight
into the health of every call. Each adjuster has a direct feed on their
monitor of analysis regarding call content, including:
Based on the course of the conversation, adjusters receive on-screen
notifications to help guide them to more intuitively and successfully
steer the conversation. In addition, managers have access to all
adjuster analytics and receive notifications to step in to conversations
that need their attention without the adjuster actually having to seek
them out for assistance. Since implementing this software, EFG has seen
a decrease in formal escalations, thereby increasing the number of
successful calls and high customer satisfaction ratings.
"With achievements like these, we intend to continue to push the
industry to serve contract holders more expertly, efficiently, and
respectfully," said John Pappanastos, President and CEO, EFG Companies.
"This will inevitably promote a more positive overall customer
experience and decisively impact the growth and success of the consumer
protection product industry."
About EFG Companies
EFG Companies drives the industry's highest-reported compliant F&I
profitability through its distinct engagement model in which the company
operates as an extension of the dealer's management team. EFG addresses
total dealership performance, and its client satisfaction Net Promoter
score is higher than national corporate leaders such as Southwest
Airlines, USAA Banking and Finance, and Nordstrom. Learn more about EFG
Founded in 1995, BenchmarkPortal is a global leader in the contact
center industry, providing benchmarking, certification, training,
consulting, research and industry reports. The BenchmarkPortal team of
professionals has gained international recognition for its innovative
approach to best practices for the contact center industry.
BenchmarkPortal hosts the world's largest database of contact center
metrics, which is constantly being refreshed with new data.
BenchmarkPortal's mission is to provide contact center managers with the
tools and information that will help them optimize their efficiency and
effectiveness in their customer communications. For more information on
BenchmarkPortal please call 800-214-8929 or visit www.BenchmarkPortal.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170216005830/en/
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