REinventing MLS

MRED’s Help Desk Does What Michael Jordan Couldn’t

Chicagoland MLS Four-Peats as Top Help Desk Award Winner

top-100-seal-25-small-2014LISLE, ILLINOIS (April 17, 2014) – Midwest Real Estate Data (MRED), the Chicagoland multiple listing service (MLS), is pleased to announce that for the fourth consecutive year its Technical Help Desk has been recognized as one of the Top 25 Call Centers in the United States and Canada by BenchmarkPortal. MRED’s Help Desk has been identified as one of the best small business centers in the category of organizations having 5 to100 full-time call center personnel.

Since 1995, BenchmarkPortal has conducted annual statistical analyses of call center operations throughout the world. BenchmarkPortal hosts the world’s largest call center metrics database in conjunction with the Center for Customer Driven Quality located at Purdue Research Park, Purdue University. The BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry.

BenchmarkPortal compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers, to objectively identify centers who are achieving superior results both in financial and qualitative terms.

MRED outperformed others in the Small Center Category in the following areas:

  • Top Caller Satisfaction
  • Average answering speed
  • Average Hold Time
  • Average Talk Time
  • Calls Transferred
  • Average Calls Abandoned
  • Average After-Call Work Time
  • Turnover of Full-time Agents

“This award shows that MRED’s Help Desk ranks among the top performers in its size category in North America, said Bruce Belfiore, CEO of BenchmarkPortal. “We congratulate them and wish them continued success in the future.”

“We work very hard at customer service every day. We have a great team that is dedicated to helping our customers succeed,” said Stephanie Abrams, MRED Help Desk Manager.  “The recognition from BenchmarkPortal is very valuable and greatly appreciated, as it tells us that we are successfully carrying out our mission, to be the very best at assisting MRED customers.”

“MRED’s Help Desk has set a very high standard for itself, but continues to exceed all expectations,” said Russ Bergeron, MRED President and Chief Executive Officer. “I could not be prouder of our Help Desk Manager and Technicians, who are on the front lines successfully serving all of our real estate professionals. Top 25? Awesome!”

About MRED

Midwest Real Estate Data (MRED) is the real estate data aggregator and distributor providing the Chicagoland multiple listing service (MLS) to nearly 40,000 brokers and appraisers and 8,000 offices. MRED serves Chicago and the surrounding “collar” counties and provides property information encompassing northern Illinois, southern Wisconsin and northwest Indiana. MRED delivers over twenty products and services to its customers, complementing connectMLS™, the top-rated MLS system in the country for two years running according to the WAV Group MLS Technology Survey. MRED is the 2013 Inman News Most Innovative MLS/Real Estate Trade Association. For more information please visit

About BenchmarkPortal

BenchmarkPortal’s activities began in 1995, and it is now a global leader in the contact center industry, providing benchmarking, certification, training, consulting and research. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for contact centers. 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, please call 1-800-214-8929 or visit

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