REinventing MLS

MRED’s Help Desk Keeps Winning Streak Going

Chicagoland MLS is Recognized as Top Help Desk for Fifth Consecutive Year

LISLE, Ill., June 4, 2015 (GLOBE NEWSWIRE) — Midwest Real Estate Data (MRED), the Chicagoland multiple listing service (MLS), is pleased to announce that for the fifth 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

“MRED’s ranking in the Top 25 shows that it has achieved outstanding results when compared with centers from a wide variety of industries, which is a great accomplishment,” said Bruce Belfiore, CEO of BenchmarkPortal.  “We congratulate them and wish them continued success in the future.”

“Our Help Desk takes great pride in providing Exceptional customer service to MRED customers, and we work very hard at it each and every day,” said Stephanie Abrams, MRED Help Desk Manager.  “I’m extremely proud and grateful for the recognition our team has received from Benchmark Portal.  It is our absolute pleasure serving the needs of our customers and we are very excited to see them at MREDpalooza 2015!”

“I am gratified and very appreciative of MRED’s Help Desk and the great customer service it provides,” said Rebecca Jensen, MRED President/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 again?  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, and for four consecutive years the MRED Help Desk has been identified as one of the best small business centers in the United States and Canada by BenchmarkPortal.  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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