Raytheon's D.C. Medicaid and Alliance Call Center Recognized as 'Certified Center of Excellence'
WASHINGTON, Jan. 12, 2011 /PRNewswire/ -- Raytheon Company (NYSE: RTN), the enrollment broker for the D.C. Medicaid and Alliance program, was recently named a "Certified Center of Excellence" for its exemplary work.
Raytheon has served the D.C. Medicaid and Alliance program since 2006, helping provide enrollment services, health education and community outreach to more than 200,000 program participants.
As a Certified Center of Excellence, the D.C. Medicaid and Alliance call center ranks among the top 10 percent of the 20,000 call centers evaluated by the Center for Customer-Driven Quality. CCDQ is an academic research and education organization dedicated to the study and understanding of the strategic value of customer satisfaction.
The CCDQ noted the D.C. Medicaid and Alliance program consistently exceeds performance requirements and attained 100 percent customer satisfaction in the latest customer evaluation.
The certification was awarded by BenchmarkPortal Inc. in collaboration with the CCDQ located at Purdue University, Ind. In addition to customer surveys, BenchmarkPortal Inc. conducted an extensive evaluation and audit of the call center's processes, operational efficiencies, service level standards, process management, leadership resources and employee training.
BenchmarkPortal Inc. is the custodian of the CCDQ best practices and the repository of the world's largest database of call center operations and management.
Raytheon Company, with 2009 sales of $25 billion, is a technology and innovation leader specializing in defense, homeland security and other government markets throughout the world. With a history of innovation spanning 88 years, Raytheon provides state-of-the-art electronics, mission systems integration and other capabilities in the areas of sensing; effects; and command, control, communications and intelligence systems, as well as a broad range of mission support services. With headquarters in Waltham, Mass., Raytheon employs 75,000 people worldwide.
SOURCE Raytheon Company