MAXIMUS Contact Center Operations in Michigan Achieve Recognition as a Center of Excellence

  MAXIMUS Contact Center Operations in Michigan Achieve Recognition as a
  Center of Excellence

Business Wire

EAST LANSING, Mich. -- June 20, 2013

MAXIMUS (NYSE: MMS), a leading provider of government services worldwide,
announced today that its Michigan Enrollment Broker Services customer contact
center has been recognized as a “Certified Center of Excellence” by

The MAXIMUS customer contact center achieved the Center of Excellence
distinction based on best practice metrics drawn from the world’s largest
database of objective and quantitative performance data from thousands of
contact centers. Performance data collected from the MAXIMUS contact center
achieved BenchmarkPortal’s objective and quantitative criteria in areas such
as operational efficiency, service-level standards, customer satisfaction and
employee training.

The Michigan Enrollment Broker Services contact center serves the nearly two
million beneficiaries of the statewide Medicaid program. MAXIMUS provides
education and enrollment services, which includes assisting beneficiaries with
the selection of a health plan that best fits their health insurance needs. In
operation since 1997, the contact center serves the entire Medicaid program
across all 83 counties.

The Michigan Medicaid program takes pride in being readily available to
beneficiaries and providing them with the most up-to-date information. More
than 80 MAXIMUS customer service representatives handle approximately one
million calls each year and the excellent service they provide was a key
factor in achieving this certification.

“This certification underscores our dedication to providing independent, high
quality and effective services that assist the citizens of Michigan in
receiving the health information they need. We have made a commitment to help
them understand their options, and this recognition confirms that pledge,”
commented Bruce Caswell, President and General Manager of MAXIMUS Health


MAXIMUS is a leading operator of government health and human services programs
in the United States, United Kingdom, Canada, Australia and Saudi Arabia. The
Company delivers business process solutions to improve the cost effectiveness,
efficiency and quality of government-sponsored benefit programs, such as
Medicaid, Medicare, Children's Health Insurance Program (CHIP), Health
Insurance BC (British Columbia), as well as welfare-to-work and child support
enforcement programs across the globe. The Company's primary customer base
includes federal, provincial, state, county and municipal governments.
Operating under its founding mission of Helping Government Serve the People^®,
MAXIMUS has approximately 8,800 employees worldwide. For more information,

About BenchmarkPortal

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 visit


Lisa Miles, 703-251-8637
Blake Travis, 703-251-8398
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