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MESSA Receives National Recognition for Best Practices in Providing Efficient, Cost-Effective Customer Service
Date:3/12/2009

EAST LANSING, Mich., March 12 /PRNewswire/ -- MESSA's East Lansing-based Member Service Center has been recognized for the third consecutive year for superior efficiency and performance in providing outstanding customer service to MESSA members.

MESSA was honored for providing efficient and effective customer service as measured against best practice metrics by The Center for Customer-Driven Quality(TM) at Purdue University and BenchmarkPortal.

"MESSA is constantly striving to become more efficient and effective in delivering its traditional outstanding member service," MESSA Executive Director Cynthia Williams said. "This award is further proof of our continuing success at adopting and implementing efficient and cost-effective business practices."

Dr. Jon Anton of Purdue's Center for Customer-Driven Quality said, "This certification attests to the fact that MESSA has successfully balanced efficiency and effectiveness in its call center operations. Certification is such a distinction because it is based on best-practice metrics drawn from the center's database of contact center metrics, the largest in the world."

"MESSA's tradition of providing outstanding service efficiently is one of the key factors that have helped MESSA earn and keep the intense loyalty of its members," Williams said. "This national recognition by the industry leader in benchmarking call center quality is further confirmation of our business model and practices."

In order to be certified as a "Center of Excellence," MESSA's Member Service Center had to meet or exceed key performance indicators and metrics established by BenchmarkPortal as standards of quality, cost-efficiency and best practices. MESSA's call center is one of only four in the state of Michigan named "Centers of Excellence."

"Rising medical and pharmaceutical costs coupled with Michigan's pe
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SOURCE MESSA
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