Mayo Laboratory Inquiry Receives Top Honors

Mayo Laboratory Inquiry (MLI) has been named a Center of Excellence by BenchmarkPortal for the seventh year in a row. MLI was also named a Top Contact Center and took home the top honors in the "Lowest Average Speed of Answer" category.

Center of Excellence
According to BenchmarkPortal, contact centers achieve the "Center of Excellence" rank based on best-practice metrics drawn from the world’s largest database of objective and quantitative data that is audited and validated by researchers from BenchmarkPortal.

BenchmarkPortal awards the Center of Excellence designation to customer service contact centers that rank in the top 10% of all contact centers surveyed. They are judged against a "balanced scorecard" of metrics for efficiency and effectiveness. Those contact centers that demonstrate superior performance on both cost-related metrics and quality-related metrics compared with their industry peers earn the award.

Top Contact Center
The Top Contact Centers competition compares the performance of contact centers throughout North America by evaluating their key metrics against other centers based on size. MLI was awarded this honor in the Medium-Sized Center category.

Entries are all cross-checked, validated, and approved by Benchmark's contact center experts, and results are scored on both quality and cost-efficiency.

The BenchmarkPortal team audits and verifies the center’s key performance indicators and compares that data to data from other peer organizations. This is different from other types of contact-center certifications that typically focus on less results-oriented measures, such as process handling methods and procedures.

Lowest Average Speed of Answer
The "Lowest Average Speed of Answer" honor was awarded to only one call center in North America and this year, it was MLI. The team members answer all of their calls—an actual person speaks with each and every customer—and every time the phone rings, they are, on average, picking up the call within two seconds.

As always at Mayo, "The Needs of the Patient Come First," and MLI understands this value in servicing clients, health care providers, and all laboratory staff in a timely manner so that the team can best care for all patients.

About BenchmarkPortal
BenchmarkPortal was founded at Purdue University, and its activities began in 1995. It is now a global leader in the contact center industry, provid­ing benchmarking, certification, training, consulting, and research. The company uses an innovative approach to best practices for the contact center industry and hosts the world’s largest database of contact center metrics. Its 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. Visit for more information.

Molly Dee

Molly Larsen is the Web Content Coordinator at Mayo ClinicLaboratories. She is responsible for internal and external communications pertaining to the website and information technology, as well as editing content on She has worked at Mayo Clinic since 2015. Outside of work, Molly enjoys working out, reading, Harry Potter trivia, and spending time with her family and friends, including Seamus, the labrador/mastiff puppy.