Letter from the CEO
Dear Friends:

It gives me great pleasure to share an exciting bit of news with you:

The LifeCare Call Center has been recognized as a Certified Center of Excellence by the Center for Customer-Driven Quality™ at Purdue University. Essentially, our Call Center ranks in the top 10 percent of the 20,000 call centers studied within North America. And LifeCare is the only company in the work/life industry to earn this prestigious certification.

To earn the Center of Excellence certification, LifeCare's Call Center met objective, quantitative criteria and passed audits that were led by Dr. Jon Anton, Adjunct Professor at Purdue University and founder of the Center for Customer-Driven Quality™. The Call Center also demonstrated superior operational efficiency, service level standards, process management, customer satisfaction, leadership, resources and employee training.

As Dr. Anton himself put it: “A center that achieves certification demonstrates a remarkable commitment to service excellence. Certification is such a distinction because it is based on best-practice metrics drawn from the Center for Customer-Driven Quality™ at Purdue University database of contact center metrics, the largest in the world. This achievement confirms the call center's ability to deliver service that is both efficient and effective.”

At the risk of sounding like a proud father, I've always known that the Specialists who work in our Call Center are among the best in the industry in terms of professionalism and their unwavering commitment to outstanding service. This certification is a significant external confirmation of that feeling—and it's something that every one of our Specialists can take great pride in because they each have a personal stake in it. Congratulations to everyone on the LifeCare team for helping to earn this distinction.

As always, I'd like to close by reminding you that we'd appreciate knowing how we can better serve you, our readers. So e-mail us at connection@lifecare.com, fax us at 203-291-3571, or call us at 800-873-4636 if you'd like to share ideas and offer feedback.

Sincerely,

Peter G. Burki, CEO