Mayo Medical Laboratories Earns “Center of Excellence” Recognition for Fourth Straight Year

2015_Center_of_ExcellenceIn March, Mayo Laboratory Inquiry (the customer service center for Mayo Medical Laboratories) was certified as a Center of Excellence by BenchmarkPortal, a global leader in the contact center industry. This is the fourth year in a row that Mayo Laboratory Inquiry has achieved this honor.

“Maintaining high levels of excellence in the center over a period of years is a won­derful testimony to Mayo Laboratory Inquiry’s management team, our frontline staff, and all of our DLMP employees who support and encourage excellence,” says Marie Brown, Associate Administrator of the Department of Laboratory Medicine and Pathology. “Our MLI call center professionals have shown exceptional dedication and results, for which I commend them.”

To be named a Center of Excellence, Mayo Laboratory Inquiry (MLI) underwent a significant onsite review by a team from BenchmarkPortal, which audited and verified the center’s key performance indicators and compared that data to information from other peer organizations. The Center of Excellence is only awarded to the top ten percent of the hundreds of call centers reviewed by BenchmarkPortal.

“Certification is an important distinction because it is based on best-practice metrics drawn from BenchmarkPortal’s extensive database of contact center metrics, which was founded at Purdue University and is the largest in the world,” says Bruce Belfiore, CEO of BenchmarkPortal. “This achievement confirms the call center’s ability to deliver service that is both efficient and effective.”

MLI Also Honored with Top 10 Award
In addition to being certified as a Center of Excellence, Mayo Laboratory Inquiry was named a 2015 Top 10 Call Center in BenchmarkPortal’s Top 100 Call Center Contest. MLI was chosen as a Top 10 in the category for call centers with less than 100 agents. This honor is awarded to certified call centers that meet rigorous industry standards and benchmarks.

About BenchmarkPortal
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing bench­marking, certification, training, consulting, research, and industry reports. The company’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effec­tiveness in their customer communications.


Kelley Luedke

Kelley Luedke is a Marketing Channel Manager at Mayo Clinic Laboratories. She is the principle editor and writer of Insights and leads social media and direct marketing strategy. Kelley has worked at Mayo Clinic since 2013. Outside of work, you can find Kelley running, traveling, playing with her kitty, and exploring new foods.


Congratulations! This award is so well-deserved for your team! I deal with a lot of reference labs and I have to say, your Call Center/Customer Service representatives/staff is the best! For me, you are number one!

CONGRATULATIONS!! You all so deserve this!! I deal with many customer service reps and you surpass them all by far. I have a personal friendship with a lot of the representatives at Mayo. It is hard not to. I love them all. They are very knowledgeable about Mayo. This four year recognition doesn’t surprise me a bit. YOU ALL ARE THE BEST IN MY BOOK!!

Always there and willing to help,so glad you are being recognized,CONGRATULATIONS TO ALL!!

Congratulations on these amazing achievements! You guys are always such a pleasure to work with! You all deserve every bit of these awards and more!!! So glad to see you recognized for all of your hard work and dedication!

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