MRED Blog

Some of MRED’s award-winning Help Desk staff members: Brenda, Katrina, Ashley, Kaylee, and Ed.

Our Help Desk is the best in its class.

BenchmarkPortal, a global leader in the customer support industry, rated MRED’s Help Desk as the top small-sized contact center in the country. The ranking is based on metrics-driven performance data like caller satisfaction, average hold time, and average talk time. This first-place honor marked the 10th straight year the MRED Help Desk was named a top contact center.

MRED’s Help Desk achievements in the 2019 rankings included:

• Customer satisfaction ranking nearly 20 percent higher than the industry average
• Registering a nearly perfect score for tickets being closed on the first call
• Being twice as fast as the industry average at answering calls
• 80 percent less hold time on calls than the industry average
• Responding to emails 10 times faster than the industry average

Our friendly and knowledgeable Help Desk team is focused on providing top-notch service in a timely manner and doing it all with a smile. Customer support is vitally important to our association partners and their members, so MRED is intentional about making the experience as easy and helpful as possible.