SOURCE: Vangent

Vangent

November 29, 2010 11:26 ET

Vangent's Medicare Beneficiary Contact Center Named Best Large Contact Center in the World

Top Honors Received by Contact Center World's Award Program

ARLINGTON, VA--(Marketwire - November 29, 2010) - Vangent, Inc., a leading global provider of information management and strategic business process solutions, today announced that Contact Center World named the Medicare Beneficiary Contact Center Program (BCC) the Best Contact Center in the world in the 250+ agents category. The award, given at the 2010 Top Ranking Performers in the Contact Center World conference, recognizes leaders in the industry and is given annually. 

"It is truly an honor to be considered one of the world's best contact centers," said Mac Curtis, President and CEO of Vangent. "This award recognizes our long-standing partnership with the CMS. It also speaks volumes about the hard work and dedication of BCC employees, who ensure that all customers receive the appropriate information when they need it most."

The BCC is one of the largest customer service programs in the U.S. federal government and can staff more than 5,000 customer service representatives during spike volume periods across multiple sites. Also known as 1-800-MEDICARE, the BCC responds to inquiries through multiple channels including telephone, e-mail, Web chat and postal mail. Vangent has operated the BCC since April 2003.

This is not the first award Vangent has won for its operation and management of the BCC. In July, Vangent's BCC won Contact Center World's Gold Medal for Best Contact Center in the Americas Region, qualifying it for the global award. The Centers for Medicare and Medicaid Services (CMS) was also named a finalist for the 2010 Excellence.gov award, for its work on the BCC.

As the agency that provides benefits to more than 47 million Americans, CMS created the BCC to aid Medicare beneficiaries, family members and caregivers. CMS developed the Virtual Call Center Strategy as an extension of BCC to consolidate and streamline customer service operations via telephone, and turned to Vangent to design the contact center solution. The BCC receives approximately two million calls per month.

"We look forward to continuing this high standard of quality in each of our contact centers," Curtis said. "By combining industry best practices, a high-quality workforce, the right technologies and appropriate training, Vangent will continually strive to improve customer satisfaction while reducing costs."

Contact Center World is the global association for the contact center industry, providing insight on best practices and networking opportunities for its members. At this year's conference, delegates and presenters from 30 countries around the world shared best practices over the course of three days.

About Vangent, Inc.
Vangent, Inc. is a global provider of consulting, systems integration, human capital management, and business process services to the U.S. federal and international governments, higher education institutions, and corporations. Vangent's 8,500 employees support clients including the Centers for Medicare & Medicaid Services, the U.S. Departments of Defense, Education, Health and Human Services, Labor and Veterans Affairs; and the U.S. Office of Personnel Management, the U.S. Census Bureau, as well as Fortune 500 companies. Headquartered in Arlington, Virginia, the company has offices throughout the U.S. and in the U.K and Canada. For more information, visit www.vangent.com. Did you know? Four out of 10 Americans connect with Vangent, but never know it. Learn more at www.vangent.com/4outof10.

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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