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Herbalife's Mexico Contact Center Rated No. 1 for Customer Service
LOS ANGELES, May 26, 2010 (BUSINESS WIRE) --Herbalife Ltd. (NYSE: HLF) announced that its contact center in Guadalajara, Mexico, has received a Center of Excellence Award from BenchmarkPortal, in conjunction with The Center for Customer-Driven Quality, founded at Purdue University.
The Center for Customer-Driven Quality awards the Center of Excellence Award to customer service call centers that rank in the top ten percent of the 20,000 call centers studied. Areas of focus include operational efficiency, service level standards, process management, customer satisfaction, operational leadership and employee performance.
According to BenchmarkPortal, this is the first certification earned by a call center in Mexico, based on efficient and effective performance metrics. "This award shows that Herbalife's contact center in Mexico has attained world-class status when measured against its industry peers," said Bruce Belfiore, senior research executive of the Center for Customer-Driven Quality and CEO of BenchmarkPortal. "It is a singular achievement, for which we congratulate them."
Herbalife's Mexico contact center opened in 2000 with seven phone representatives. Today, with 114 representatives, the center handles an average of 5,200 inbound and 700 outbound calls each day, processes 60 percent of the total sales in Mexico, and has supported double-digit sales growth as well as record distributor retention in Mexico.
"This award symbolizes the commitment and passion we have to serve our independent distributors," said Miguel Fernandez, SVP and managing director, Mexico.
This is the third Center of Excellence Award for Herbalife; the company's contact center in California received the award in 2002 and 2004.
Herbalife Ltd. (NYSE:HLF) is a global network marketing company that sells weight-management, nutrition, and personal care products intended to support a healthy lifestyle. Herbalife products are sold in 73 countries through a network of approximately 2.1 million independent distributors. The company supports the Herbalife Family Foundation and its Casa Herbalife program to help bring good nutrition to children. Herbalife's website contains a significant amount of information about Herbalife, including financial and other information for investors at http://ir.herbalife.com. The company encourages investors to visit its website from time to time as information is updated and new information is posted.
BenchmarkPortal is the custodian of the Purdue Research Foundation database of contact center performance metrics, the largest such database in the world. The data is collected in conjunction with the Center for Customer-Driven Quality at Purdue University. In 2005, BenchmarkPortal received U.S. Patent #6,877,034 for its unique methodology of call center performance evaluation through metric gap analysis. BenchmarkPortal provides industry reports, and professional services for contact centers in the areas of operational metrics, customer satisfaction measurement, and agent satisfaction measurement. For more information about BenchmarkPortal visit our Web site at: http://www.BenchmarkPortal.com
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SOURCE: Herbalife Ltd.
George Fischer, 213-745-0519