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Wolters Kluwer Health Customer Service Organization Awarded 'Center of Excellence' Certification

Posted on: Monday, 23 March 2009, 08:00 CDT

Wolters Kluwer Health Ranks Among Top 10 Percent of 20,000+ Customer Service Centers Evaluated

PHILADELPHIA, March 23 /PRNewswire/ -- Wolters Kluwer Health announced today that its customer service organization has earned the prestigious "Center of Excellence" certification from BenchmarkPortal and the Center for Customer-Driven Quality at Purdue University. The company was recognized for outstanding service to its global health industry customers, including students, professionals and institutions in medicine, nursing, allied health, pharmacy and the pharmaceutical industry.

Wolters Kluwer Health was awarded the certification following a rigorous audit that benchmarked operational performance in its Hagerstown, MD customer support center against the performance of comparable facilities. Auditors measured a variety of areas including call center metrics, operational costs, and customer satisfaction. In addition, many of the facility's 150 employees were interviewed to evaluate work environment, organizational culture and corporate philosophy. The results revealed that Wolters Kluwer Health's performance ranks among the top 10 percent of more than 20,000 customer service centers evaluated.

"This award is a proud moment for our entire Customer Service organization and is emblematic of our commitment to provide our customers with the highest quality of service and support on a global basis," said Neil Schmidt, vice president of operations for Wolters Kluwer Health, Medical Research. "Today's current and aspiring health professionals need quick access to the right information and technologies to make critical decisions, and Wolters Kluwer Health continually invests in its solutions and customer support services to deliver these resources to our customers."

The "Center of Excellence" designation is awarded to organizations that meet objective and quantitative criteria standards set by BenchmarkPortal researchers. Key performance indicators for successful call center performance in customer service include operational efficiency, service level standards, process management, customer satisfaction, leadership resources and employee training. BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world.

"We certified Wolters Kluwer Health's customer care operations 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," said Dr. John Anton of Purdue University's Center for Customer-Driven Quality. "Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies."

The Wolters Kluwer Health Hagerstown operation handles all domestic and international requests for Wolters Kluwer Health's medical journals, clinical and educational books and online products. The center also provides technical support for all of the company's nursing Web sites and online portals for its numerous books and journals.

About BenchmarkPortal

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.

About Wolters Kluwer Health

Wolters Kluwer Health (Conshohocken, PA) is a leading provider of information and business intelligence for students, professionals and institutions in medicine, nursing, allied health, pharmacy and the pharmaceutical industry. Major brands include traditional publishers of medical and drug reference tools and textbooks, such as Lippincott Williams & Wilkins and Facts & Comparisons(R); electronic information providers, such as Ovid, UpToDate(R), Medi-Span(R) and ProVation(R) Medical; and pharmaceutical information providers such as Adis International and Source(R).

Wolters Kluwer Health is a division of Wolters Kluwer, a leading global information services and publishing company. The company provides products and services for professionals in the health, tax, accounting, corporate, financial services, legal, and regulatory sectors. Wolters Kluwer had 2008 annual revenues of euro 3.4 billion ($4.9 billion), employs approximately 20,000 people worldwide, and maintains operations in over 35 countries across Europe, North America, Asia Pacific, and Latin America. Wolters Kluwer is headquartered in Amsterdam, the Netherlands. Its shares are quoted on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Visit www.wolterskluwer.com for information about our market positions, customers, brands, and organization.

SOURCE Wolters Kluwer Health

Source: PR Newswire

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