The Center for Customer-Driven Quality awards the Center of Excellence Award to customer service call centers that rank in the top ten percent of the 20,000 call centers studied. Areas of focus include operational efficiency, service level standards, process management, customer satisfaction, operational leadership and employee performance.
According to BenchmarkPortal, this is the first certification earned by a call center in Mexico, based on efficient and effective performance metrics. "This award shows that Herbalife's contact center in Mexico has attained world-class status when measured against its industry peers," said Bruce Belfiore, senior research executive of the Center for Customer-Driven Quality and CEO of BenchmarkPortal. "It is a singular achievement, for which we congratulate them."
Herbalife's Mexico contact center opened in 2000 with seven phone representatives. Today, with 114 representatives, the center handles an average of 5,200 inbound and 700 outbound calls each day, processes 60 percent of the total sales in Mexico, and has supported double-digit sales growth as well as record distributor retention in Mexico.
"This award symbolizes the commitment and passion we have to serve our independent distributors," said Miguel Fernandez, SVP and managing director, Mexico.
This is the third Center of Excellence Award for Herbalife; the company's contact center in California received the award in 2002 and 2004.
