Mayo Laboratory Inquiry Celebrates National Customer Service Week

mli-featureNational Customer Service Week is celebrated during the first week of October each year. We would like to thank everyone who dedicates their day providing the excellent customer service for which Mayo Clinic is known.

One work group at Mayo Medical Laboratories celebrated and for good reason. The Mayo Laboratory Inquiry Call Center provides unwavering 24/7 support to Mayo Medical Laboratories, the Department of Laboratory Medicine and Pathology, and the internal physician practice.

The Benchmark Portal-Certified Call Center team of 56 agents, 10 leads, 2 assistant supervisors, and 2 supervisors answers more than one million phone calls each year. On average, 90% of these calls are answered within 20 seconds, and 97% are resolved on the first contact. In addition, the team has been named a Center of Excellence from Benchmark Portal for five consecutive years and has won several awards including the Stevie Award in 2011 for Customer Service of the Year, a Silver Medal, and ranked second overall for medium call centers in all of North America in 2016, which is a small token of recognition for the team’s hard work.

Thank you to all employees who carry out the Mayo Clinic mission, “The needs of the patient come first,” through commendable customer service.

About National Customer Service Week

National Customer Service Week was created by the International Customer Service Association in 1984. U.S. Congress made it a national celebration in 1992, to be observed the first full week of each October. The reason for celebrating is to acknowledge the assistance and services of those who provide great customer service to individuals and businesses worldwide.

Similar to Medical Laboratory Professionals’ Week, there is a theme and logo each year. This year’s theme was “Service Champions” to recognize that superior service is only obtained through a team of devoted professionals who use collaboration to succeed.

Kelley Luedke (@kschrib)

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.