Mayo Laboratory Inquiry Named Top Contact Center by BenchmarkPortal and Wins Lowest Average Speed of Answer

Mayo Laboratory Inquiry (MLI) has been named one of the Top Contact Centers in the country in the Medium Centers Category (50 to 249 agents) of BenchmarkPortal’s 2017 Top Contact Centers competition. MLI was also announced as the recipient of the Lowest Average Speed of Answer award. This is a new individual metric award for 2017 based on efficiency and effectiveness.

The Top Contact Center competition compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers. Entries are all crosschecked, validated, and approved by certified call-center experts, and the resulting submissions are scored on the basis of both quality and cost-efficiency.

“I am honored to congratulate our team on this notable achievement,” says William Morice, II, M.D., Ph.D., Chair of the Department of Laboratory Medicine and Pathology. “As one of the best call centers in the industry, Mayo Laboratory Inquiry is committed to providing timely, quality service to each and every customer."

Since the Top Contact Center process is based entirely on statistical comparison to the world’s largest and most-respected database of call-center metrics, the BenchmarkPortal competition can objectively identify centers that are achieving superior results both in financial and qualitative terms.

“The Top Contact Center Award places a contact center among the best in the industry in terms of quality of service and cost-efficiency," said Bruce Belfiore, BenchmarkPortal CEO. "Mayo's key metrics were benchmarked against our database—the largest in the world of contact center metrics. This is a great accomplishment."

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 BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’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. For more information on BenchmarkPortal, please call 1-800-214-8929 or visit

Kelley Luedke

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.