BenchmarkPortal Names GuideWell Connect Best Inbound Sales Call Center in North America

JACKSONVILLE, Fla. – With quality and cost efficiency scores outpacing the industry, GuideWell Connect, a marketing, sales and consumer engagement company, earned the No. 1 ranking for inbound sales centers in BenchmarkPortal’s Top 100 Call Center Awards for the second year in a row.

The Top 100 competition compares the performance of contact centers throughout North America by evaluating their key metrics against industry peers. For inbound sales, BenchmarkPortal uses 23 detailed sets of quantitative metrics to assign scores on the basis of both quality and cost efficiency.

GuideWell Connect scored a 92 percent highly satisfied rate from consumers. GuideWell Connect’s telesales contact center average cost per call and cost per sale were significantly better than comparably sized centers across all industries and a key component to its top ranking.

GuideWell Connect President Craig Thomas said, “BenchmarkPortal bases its decisions on true, objectively measured achievement and business value. Being named No. 1 for the second consecutive year in an incredibly dynamic and high-growth environment is a validation of the effort and innovative spirit of the GuideWell Connect telesales team.”

Other metrics for the company in 2015 included handling more than 1.6 million calls and supporting consumer chat sales growth of 300 percent; receiving more than 310,000 visits to its retail centers with a 91 percent consumer satisfaction score; and generating more than 400,000 new leads through the company’s data-driven marketing services.

GuideWell Connect’s consumer “Shop and Apply” technology platform for health insurers handled more than $2.3 billion in annual premium revenue. Earlier this year, GuideWell Connect was named a global top 10 company in sales, marketing and customer service at the Stevie Awards.

About GuideWell Connect
A wholly owned subsidiary of the GuideWell Mutual Holding Corporation (GuideWell), GuideWell Connect is a leading marketing, sales and member engagement company advancing consumerism in health care. The company provides clients with the support they need to connect with their customers through telesales, member engagement programs, database marketing, e-commerce and retail strategies and capabilities. For more information visit