New York’s E-ZPass Customer Service Center Recognized for World-Class Customer Service
DALLAS, June 29 -— Affiliated Computer Services, Inc., (NYSE: ACS), a premier provider of business process and information technology outsourcing solutions, announced today that its New York E-ZPass Customer Service Center received a “Certified Center of Excellence” designation from BenchmarkPortal and the Center for Customer-Driven Quality at Purdue University. ACS operates the call center for the Metropolitan Transportation Authority-Bridges and Tunnels, the New York State Thruway Authority and the Port Authority of New York and New Jersey.
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, N.Y., among the top ten percent of call centers evaluated. The certification required a rigorous review by BenchmarkPortal, repository of the world’s largest database of call center performance metrics.
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,” said Michael Huerta, ACS Managing Director of Transportation Systems and Services. “This is a testament to the quality of the employees and managers of the center and we are honored by this distinction.”
Dr. Jon Anton, Founder of Purdue University’s Center for Customer-Driven Quality stated, “We have audited thousands of call centers, but have found that less than 10 percent operate at an efficiency and effectiveness level to be certified as a ’Center of Excellence.’ The ACS managers have successfully focused their organization of people, processes, and technology to achieve the superior performance levels that we require.”
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 ten 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. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. In 2005, BenchmarkPortal, Inc. received U.S. Patent No. 6,877,034 for its unique methodology of call center performance evaluation through metric gap analysis. BenchmarkPortal’s Web site can be found at: http://www.benchmarkportal.com.
For additional information about BenchmarkPortal contact:
Susan Hampton, BenchmarkPortal, Inc., 805-614-0123 ext. 36 or SusanHampton@BenchmarkPortal.com
ACS, a FORTUNE 500 company with more than 50,000 people supporting client operations in nearly 100 countries, provides business process and information technology outsourcing solutions to world-class commercial and government clients. The company’s Class A common stock trades on the New York Stock Exchange under the symbol “ACS.” ACS makes technology work. Visit ACS on the Internet at http://www.acs-inc.com.
Warren Edwards, Executive Vice President/Chief Financial Officer, Affiliated Computer Services, Inc., 214-841-8082 or email@example.com
Lesley Pool, Senior Vice President/Chief Marketing Officer, Affiliated Computer Services, Inc., 214-841-8028 or firstname.lastname@example.org
The statements in this news release that do not directly relate to historical facts constitute “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995. These statements are subject to numerous risks and uncertainties, many of which are outside the Company’s control. As such, no assurance can be given that the actual events and results will not be materially different than the anticipated results described in the forward-looking statements. Factors could cause actual results to differ materially from such forward-looking statements. For a description of these factors, see the Company’s prior filings with the Securities and Exchange Commission, including their most recent filing. ACS disclaims any intention or obligation to revise any forward-looking statements, whether as a result of new information, future event, or otherwise.
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