JUNO BEACH, Fla. – The Florida Power & Light Company Customer Care center has been certified as a Center of Excellence by BenchmarkPortal for 2012. Customer contact centers are judged against a scorecard of metrics for effectiveness and efficiency. Only about 10 percent of the hundreds of centers that apply for this certification receive it each year.
“A contact center that seeks and achieves the Center of Excellence Certification from BenchmarkPortal demonstrates a noteworthy commitment to service excellence," said BenchmarkPortal CEO Bruce Belfiore. "The obvious beneficiaries of this commitment are the center’s customers, employees and shareholders. We certified FPL's Customer Care operation as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service.”
Customer contact centers are measured against their industry peers for demonstrating superior performance on both quality-related metrics and cost-related metrics. The BenchmarkPortal team audits and verifies the center’s key performance indicators and data.
“We are very proud to have achieved this recognition as a Center of Excellence," said FPL Vice President of Customer Service Marlene Santos. "The continued commitment of our employees to quality and superior customer service played a huge part in our being awarded this honor. I would like to thank the Customer Care employees who helped us meet the stringent requirements for certification. Without their commitment and dedication, this award would not be possible.”
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry providing benchmarking, certification, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its expertise and an innovative approach to best practices for the contact center industry and hosts the world’s largest database of contact center metrics. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value. For more information on BenchmarkPortal, please call 1-800-214-8929 or visit www.BenchmarkPortal.com.
Florida Power & Light Company
Florida Power & Light Company is the largest rate-regulated electric utility in Florida and serves the third largest number of customers of any electric utility in the United States. FPL serves approximately 4.6 million customer accounts and is a leading Florida employer with approximately 10,000 employees as of year-end 2011. During the five year period ended December 31, 2011, the company delivered the best service reliability among Florida investor-owned utilities, while its typical residential customer bills, based on data available in December 2011, are about 25 percent below the national average. A clean energy leader, FPL has one of the lowest emissions profiles and one of the leading energy efficiency programs among utilities nationwide. FPL is a subsidiary of Juno Beach, Fla.-based NextEra Energy, Inc. (NYSE: NEE). For more information, visit www.FPL.com