Contact: Eileen Cassidy Rivera
Vice President Communications
eileen.rivera@vangent.com
VANGENT, INC. WINS MULTIPLE “CONTACT CENTER WORLD” AWARDS FOR MEDICARE BENEFICIARY CONTACT CENTER PROGRAM
Company Receives Bronze Medal for Best Contact Center; Other Awards Recognize Vangent for Leadership, Customer Service and Technology Innovation
Arlington, VA,
June 13, 2007 - Vangent, Inc., a leading global provider of information management and business process outsourcing solutions, today announced it won multiple awards at the 2nd annual Contact Center World Awards Americas Regional Conference held June 4-5 in Orlando, Florida. The awards, including a bronze medal for Best Contact Center (250+ agents), recognized Vangent for its management and operation of the Medicare Beneficiary Contact Center (BCC) program on behalf of the U.S. Department of Health and Human Services, Centers for Medicare & Medicaid Services. More than 600 applications were received for this year’s Contact Center World awards.
Vangent has operated the BCC, also known as 1-800-MEDICARE, since April 2003, staffing as many as 5,000 customer service representatives across multiple sites during spike volume periods. One of the largest customer service programs in the U.S. federal government, the BCC is a 24/7 inbound and outbound operation responding to inquiries via multiple channels including telephone, e-mail, Web chat and postal mail. Carol Erban, BCC Program Manager, presented on behalf of Vangent. In all, the company took home the following awards for its management and operation of the BCC:
- 2007 Americas Region Bronze Medal for Best Contact Center (250+ Agents) - Given to the overall best contact center that focuses on staff at all levels, demonstrates a commitment to the customer, and ensures that the performance and objectives of the contact center are in line with the organization's goals.
- 2007 Americas Region "Highly Commended Award Winner" for Best Customer Service (Vangent, Inc.) - Given to the contact center that clearly demonstrates total dedication to customer service.
- 2007 Americas Region "Highly Commended Award Winner" for Best Technology Innovation (Vangent, Inc. for testing, implementation and maintenance support of the Genesys Intelligent Call Routing tool at each steady-state BCC customer service site) - Given to the contact center that demonstrates creativity in the use of technology to enhance business performance and customer service.
- 2007 Americas Region "Highly Commended Award Winner" for Best Contact Center Leader (Scott Reynolds, Vangent, Inc.) - Given to the contact center manager/director who manages an effective and efficient contact center that supports its customers and caters to the needs of its agents.
“Receiving these awards validates the important work we do in serving 43 million Medicare beneficiaries,” stated Michele Bond, Vice President, Vangent Health Solutions. “The population we serve often finds the information complex and confusing, and the issues we handle can be sensitive in nature. Our systems and infrastructure can be state-of-the-art, and our processes can be best-in-industry, but it is the human connection—a compassionate, understanding voice who takes the extra time to ensure the issue will be resolved and the caller’s questions have been answered—that makes our contact center world-class. These awards are for our customer service representatives, who do extraordinary work every single day.”
Vangent ranks #15 on Federal Times’ list of Top 100 Professional Services Contractors and #39 on Washington Technology’s list of Top 100 Federal Government Prime Contactors, topping the list of companies in the IT Services industry sector. Vangent was also recently named a “Major North American CRM Outsourcing Provider” by Gartner, Inc. Vangent manages and operates some of the largest customer interaction management programs in the U.S., handling more than 60 million customer interactions in 2006.
About Vangent, Inc.
With over 5,500 employees worldwide, Vangent, Inc. is a leading global provider of Consulting, Systems Integration, Human Capital Management and Business Process Outsourcing services to the U.S. federal and international governments, higher education institutions and corporations. Clients include the Centers for Medicare & Medicaid Services, the U.S. Departments of Education, Health and Human Services, Justice and Labor; the Equal Employment Opportunity Commission and the U.S. Office of Personnel Management, as well as Fortune 500 companies.
Headquartered in Arlington, Virginia, the company has offices throughout the U.S. and in Mexico, the U.K., Canada, Venezuela and Argentina.
About Contact Center World
ContactCenterWorld.com is the leading global support organization for the contact center industry around the world. ContactCenterWorld.com’s membership is growing substantially and its knowledge and experience in the contact center industry is extensive. ContactCenterWorld.com currently has more than 93,000 corporate members, of which 40% are at senior executive level within contact centers globally. The quality content on the ContactCenterWorld.com site draws 7,500 unique users every day—those who need fast access to the latest information to make informed decisions for their business.
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