Bright Horizons Call Center Certified as Center of Excellence for 2012

Nov 09, 2012, 10:59 ET from Bright Horizons Family Solutions

BROOMFIELD, Colo., Nov. 9, 2012 /PRNewswire/ -- Bright Horizons Family Solutions® today announced that its Colorado-based contact center has been certified for the second year in a row as a Center of Excellence by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.

"The core mission of Bright Horizons is to help employees balance the demands of work and family life.  When someone contacts our call center, they are in need of assistance, whether they are seeking care for a young child or a dependent elder, looking for answers on college admissions, or investigating the steps toward furthering their own education.  Our call center team is specially trained to provide a customized caring solution for them," said Marc Bernica, Vice President of Operations at Bright Horizons. "We are honored to earn this recognition for the second consecutive year."

The Bright Horizons contact center is located in Broomfield, Colorado, and supports the company's full-service child care, emergency back-up care, adult learning and college counseling operations. The multi-channel contact center is expected to grow by 45 percent in 2012.  The Contact Center's staff earned a customer satisfaction score of 95 percent for the first nine months of 2012. 

In order to be certified as a Center of Excellence by BenchmarkPortal, a call center must rank in the top ten percent of the call centers surveyed. Call centers are judged against a balanced scorecard of metrics for efficiency and effectiveness.  Contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers earn the award.

Bright Horizons Family Solutions® ( is a leading provider of employer-sponsored child care, early education, and work/life solutions. Bright Horizons® serves more than 850 clients across the U.S., Europe, Canada, and India with programs including child care and early education, back-up care, elder care, college counseling, and work/life consulting. The company operates more than 750 child care and early education centers.

SOURCE Bright Horizons Family Solutions