Category: Call CenterUnited States

Merrill Edge Contact Centers Certified by JD Power

2015-12-21

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WESTLAKE VILLAGE, Calif.:  22 December 2015 — Merrill Edge Advisory and Investment Contact Centers operations have been recognized for customer service excellence with the live phone channel for a fifth consecutive year under the JD Power Certified Contact Center Program.^SM  

For more information on the Certified Contact Center Program, please visit www.JDPower.com

The Certified Contact Center Program distinction acknowledges a strong commitment by Merrill Edge Advisory and Investments’ contact center operations to provide “An Outstanding Customer Service Experience.”

• To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities.
• As part of its evaluation, JD Power conducted a random survey of Merrill Edge customers who recently contacted its contact centers in Hopewell, N.J.; Chandler, Ariz.; Lincoln, R.I.; and Jacksonville, Fla.

“It is with great honor that we recognize the Bank of America Merrill Edge Investment Center and Advisory Center teams for earning certified contact center certification status for five consecutive years, which demonstrates a true commitment to the customer,” said Mark Miller, contact center practice leader,
JD Power. “Our research shows that both teams did particularly well in multiple aspects of the customer experience we measure. Each team should be proud of its work.”

“Our top priority is helping customers make more informed investment decisions, whether it’s via live phone, online, mobile or in person,” said Aron Levine, head of  Merrill Edge at Bank of America. “We are honored to receive this prestigious customer experience accolade for the fifth consecutive year, helping to reinforce that we are working with our clients to establish plans and make more informed investment decisions.”

For Certification Status:

• A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research.
• The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
• The experience with the automated phone system is evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Kristen Georgian, Bank of America; 617-434-0234; [email protected]

About JD Power and Advertising/Promotional Ruleswww.jdpower.com/about/index.htm

About McGraw Hill Financial www.mhfi.com 

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Bank of America Merrill Lynch Retirement Contact Centers Certified by JD Power

2015-10-19

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WESTLAKE VILLAGE, Calif.:  21 October 2015— Bank of America Merrill Lynch Retirement & Benefit Plan Services contact center operations has been recognized for customer service excellence with its live phone channel for an 11^th consecutive year under the JD Power Certified Contact Center Program.^SM  The Retirement & Benefits contact centers provide support to retirement plan participants across the defined contribution, defined benefit, non-qualified deferred compensation and equity award service plans.

For more information on the Certified Contact Center Program, please visit www.JDPower.com

The Certified Contact Center Program distinction acknowledges a strong commitment by Bank of America Merrill Lynch Retirement & Benefit Plan Services’ contact center operations to provide “An Outstanding Customer Service Experience.”

• To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities.
• As part of its evaluation, JD Power conducted a random survey of Bank of America Merrill Lynch Retirement & Benefit Plan Services plan participants who recently contacted its contact centers in Jacksonville, FL; and Hopewell, NJ.

“For the 11^th straight year, we are honored to recognize Bank of America Merrill Lynch Retirement Services for earning Certified Contact Center status,” said Mark Miller, contact center practice leader, JD Power. “The consistent achievement of this very challenging certification demonstrates Bank of America Merrill Lynch’s unwavering commitment to providing an outstanding customer experience to their clients.”

“Our track-record of receiving this recognition underscores our longstanding commitment to serving clients at the highest standard,” said Lorna Sabbia, head of retirement and personal wealth solutions for Bank of America Merrill Lynch. “The contact centers play an important role supporting millions of plan participant clients prepare for retirement and improving their overall financial wellness.”

“Delivering exceptional client service is a fundamental part of how we operate,” said Barry Lindenbaum, head of retirement services technology and operations for Bank of America. “This recognition is reflective of the organization’s focus on working as one team to deliver a positive service experience for each plan participant.”

For Certification Status:

• A contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research.
• The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
• The experience with the automated phone system is evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Julia Ehrenfeld; Bank of America Communications; New York, NY; 646-855-3267; [email protected]

About JD Power and Advertising/Promotional Ruleswww.jdpower.com/about/index.htm

About McGraw Hill Financial www.mhfi.com 

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Delta Air Lines Premium Sales and Service Contact Centers Certified by JD Power

2015-10-06

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WESTLAKE VILLAGE, Calif.:  8 October 2015 — Delta Air Lines Premium Sales and Service has been  recognized for contact center operation customer service excellence for its live phone channel for a second consecutive year under the JD Power Certified Contact Center Program.^SM

For more information on the Certified Contact Center Program, please visit www.JDPower.com

The Certified Contact Center Program distinction acknowledges a strong commitment by Delta Air Lines Premium Sales and Service contact center operations to provide “An Outstanding Customer Service Experience.”

• The contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities.
• As part of its evaluation, JD Power conducted a random survey of Delta Air Lines Premium Sales and Service customers who recently contacted its contact centers in Cincinnati, OH; Chisholm, MN; Minneapolis, MN; and Salt Lake City, UT.

For Certification Status:

• A contact center must perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research.
• The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
• The experience with the automated phone system is evaluated on the clarity of the information provided; ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.

“Congratulations to the Delta Air Lines Premium Sales and Service team on their second consecutive certification, which embodies their tremendous commitment to providing an outstanding customer experience via the live phone channel,” said Mark Miller, contact center practice leader, JD Power.  “Our research indicates that customers calling the Delta Air Lines Premium Sales and Service team rated them particularly well on the automated phone system as well as on their representatives’ courtesy, knowledge and concern; timeliness of resolution; and promptness in speaking to the representative.”  

“We are honored to once again achieve this respected distinction from JD Power based on the high level of customer service provided by our Premium Sales and Service specialists,” said Charisse Evans, vice president for Delta reservation sales and customer care. “I am extremely proud of our dedicated reservation sales and customer care colleagues, who, along with the support of nearly 80,000 Delta employees worldwide, continue to raise the bar by exceeding our customers’ expectations.”

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Brian Kruse; Delta Air Lines; 404-715-1269;  [email protected]      

About JD Power and Advertising/Promotional Ruleswww.jdpower.com/about/index.htm

About McGraw Hill Financial www.mhfi.com 

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Cisco Recognized for Excellence in Certified Technology Service and Support Program for the Ninth Time in a Row

2015-07-16

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WESTLAKE VILLAGE, Calif.: 17 July 2015 –For the ninth time in a row, Cisco has achieved certification under the JD Power Certified Technology Service and Support Program.^SM This distinction recognizes Cisco for delivering “An Outstanding Customer Service Experience” to customers globally.

Jointly developed by JD Power and the Technology Services Industry Association (TSIA), this program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase.

“Earning this certification for the ninth time in a row demonstrates Cisco’s commitment to continuous innovation and keeping up with changing customer needs and priorities,” said Ritesh Kochhar, director of the Certified Technology Service and Support Program at JD Power. “Cisco places a very high priority on continually adapting to stay current with the demands of its customers”.

“Year after year, Cisco reaffirms its commitment to exceeding customer expectations,” said Tom Pridham, senior vice president, Major Accounts and GM Operational Best Practice Programs at TSIA.  “For the ninth time, Cisco has exhibited its dedication to customers and staff by pursuing and achieving the JD Power and TSIA Certified Technical Service and Support Certification.  The entire Cisco technical support team can be very proud of both this recognition and the support experience they provide to their global customer base.” 

To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of companies globally that offer technology support, based on JD Power’s extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures. Certification is valid for one year.

JD Power evaluated Cisco on its assisted service over the phone, email-based support, non-assisted website-based support and depot support. For the certification, JD Power conducted a survey of Cisco’s global customer base to establish an overall customer satisfaction index score, as well as on-site audits at Cisco facilities.

“Key elements of our strategy include listening to our customers and using tools and automation to understand and improve their support experience,” said Joe Pinto, senior vice president, Cisco Technical Services.  “We’re continuously using what we learn to improve our processes, programs, and tools to enhance our customer service to keep ahead of rising customer expectations.  This recognition demonstrates our commitment to delivering an exceptional support experience and to helping our customers succeed.”  

JD Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

About TSIA

The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at https://www.tsia.com/follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google +.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Trisha Bright; TSIA, San Diego, Calif.; 1-858-674-5491; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Bank of America Merrill Lynch Corporate and Commercial Banking Contact Centers Recognized for Providing an Outstanding Customer Service Experience for a Sixth Consecutive Year

2015-06-22

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WESTLAKE VILLAGE, Calif.: 24 June 2015 — Bank of America Merrill Lynch Corporate and Commercial Banking has been recognized for contact center operation customer satisfaction excellence in the live phone channel for a sixth consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by the Bank of America Merrill Lynch Corporate and Commercial Banking contact center operations to provide “An Outstanding Customer Service Experience.” 

To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Bank of America Merrill Lynch Corporate and Commercial Banking customers who recently contacted the company’s contact centers in Brea, CA; Jacksonville, FL; Charlotte, NC; and Norfolk, VA.

“Congratulations to the Bank of America Merrill Lynch Corporate and Commercial Banking contact centers for earning certification for the sixth consecutive year,” said Mark Miller, contact center leader at JD Power. “Our research shows that Bank of America Merrill Lynch Corporate and Commercial Banking customers are particularly pleased with the interactive voice response (IVR) interaction prior to getting to a representative and with the representative’s courtesy and the concern demonstrated.”      

“Delivering outstanding service to our clients is an absolute differentiator. Our strategy is that every employee owns the client experience and uses every interaction as an opportunity to delight and strengthen relationships,” said Bill Pappas, chief information officer of global wholesale banking technology & operations at Bank of America Merrill Lynch. “We’re excited to be recognized by JD Power for the sixth year in a row. It reinforces our efforts to deliver exceptional service, and helps us maintain our momentum as we continue to connect with clients in new and better ways.”

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided; the ease of navigating the phone menu prompts; and the ease of understanding the phone menu instructions. 

“Delivering a world-class experience is the cornerstone of building deep, long-standing client relationships,” said Alastair Borthwick, head of global commercial banking at Bank of America Merrill Lynch. “We appreciate this recognition by JD Power as our call centers are an important component of the way in which we interact with clients.”

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

For more information on the Certified Contact Center Program, please visit JDPower.com.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]
Mark Pipitone; Bank of America; Charlotte, N.C.; 980-387-4907; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Merrill Edge Contact Centers Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience for a Fourth Consecutive Year

2015-01-30

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WESTLAKE VILLAGE, Calif.: 3 February 2015 — Merrill Edge Advisory and Investment Centers have been recognized for contact center operation customer satisfaction excellence with its live phone channel for a fourth consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by the Merrill Edge contact center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Merrill Edge customers who recently contacted its contact centers in Hopewell, N.J.; Chandler, Ariz., Lincoln, R.I.; and Jacksonville, Fla.

“Congratulations to Merrill Edge Advisory and Investment customer care centers for earning a fourth consecutive certification,” said Mark Miller, contact center practice leader at JD Power. “Our certification research showed that both groups were strong across all attributes, but did particularly well in ‘Knowledge’ and ‘Concern’.” 

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. In addition to the above evaluation criteria, experiences with the automated phone system are evaluated based on the clarity of the information provided; ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.

“Ensuring we provide the highest quality service to our clients across all touch points, whether it’s via live phone, online, mobile or in-person is top priority for us at Merrill Edge,” said Aron Levine, head of preferred banking and Merrill Edge at Bank of America Corporation. “We are thrilled to receive such prestigious certification, specifically for live phone channel at our advisory and investment contact centers, for the fourth year running, and that one of the key ways we serve our clients continues to earn recognition for delivering outstanding service.”

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Contact Center Program—formerly called the Certified Call Center Program—certifies the live phone channel; the IVR self-service channel; and the Web self-service channel.

For more information on the Certified Contact Center Program, please visit JDPower.com.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial  (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL and JD Power. The Company has approximately 17,000 employees in 30 countries. Additional information is available at www.mhfi.com.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Kristen Georgian, Bank of America; 617-434-0234; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

The Hartford’s Small Business Contact Centers Recognized

2015-01-27

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WESTLAKE VILLAGE, Calif.: 5 February 2015— The Hartford’s small business insurance contact center operations has been recognized for customer service excellence with its live phone channel for a third consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by The Hartford’s Small Business contact center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of The Hartford’s customers who recently contacted its contact centers in Charlotte, N.C.; New Hartford, N.Y.; and San Antonio, Tex.

“We are very pleased to recognize and congratulate The Hartford’s Small Business team for providing an ‘Outstanding Customer Service Experience’ in earning certification for three consecutive years,” said Mark Miller, senior director at JD Power.

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. In addition to the above evaluation criteria, experiences with the automated phone system are evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.

“We are honored to earn the JD Power certification for our small business call centers for the third consecutive year,” said Stephanie Bush, senior vice president of Small Commercial insurance at The Hartford. “Together with our agents, we serve the insurance and protection needs of more than one million small business owners. This certification reinforces The Hartford’s commitment to help small business owners prevail when the unexpected happens.”

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Contact Center Program—formerly called the Certified Call Center Program—certifies the live phone channel; the IVR self-service channel; and the Web self-service channel.

For more information on the Certified Contact Center Program, please visit JDPower.com.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Debora Raymond; The Hartford; 860-547-4611; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

COUNTRY Financial Auto and Home Contact Centers Recognized

2015-01-13

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WESTLAKE VILLAGE, Calif.: 20 January 2015 — COUNTRY Financial Auto and Home has been recognized for customer satisfaction excellence with its live phone channel for contact center operations under the JD Power Certified Contact Center Program^SM. The Certified Contact Center Program distinction acknowledges a strong commitment by the COUNTRY Financial Auto and Home contact center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.  As part of its evaluation, JD Power conducted a random survey of COUNTRY Financial Auto and Home customers who recently contacted its contact centers in Bloomington, IL and Alpharetta, GA.

“Congratulations to COUNTRY Financial Auto and Home for earning this very rigorous certification,” said Mark Miller, senior director at JD Power. “The distinction is tough to achieve and the COUNTRY Financial   Auto and Home customer service team has shown its commitment to its customers through their efforts and JD Power is pleased to recognize them.”

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. In addition to the above evaluation criteria, the experience with the automated phone system is evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts and   ease of understanding the phone menu instructions.

“We are proud to earn this distinctive certification which signifies our commitment to providing the best possible service to our customers,” said Rob McDade, vice president of customer service for COUNTRY Financial. “Earning this certification also shows the importance of having a strong partnership between customer service representatives and our local financial representatives who help individuals and families achieve financial security.”    

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Contact Center Program —formerly called the Certified Call Center Program—certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

For more information on the Certified Contact Center Program, please visit JDPower.com.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial  (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL and JD Power. The Company has approximately 17,000 employees in 30 countries. Additional information is available at www.mhfi.com.

About COUNTRY Financial

The COUNTRY Financial group serves about one million households and businesses throughout the United States and offers a full range of financial products and services from auto, home and life insurance to retirement planning services, investment management and annuities. For more information, visit www.countryfinancial.com.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Chris Stroisch; 309-821-3372; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

 

Delta Air Lines Premium Sales and Service Contact Centers Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience

2014-12-01

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WESTLAKE VILLAGE, Calif.: 3 December 2014 — Delta Air Lines Premium Sales and Service has been recognized for contact center operation customer satisfaction excellence in its live phone channel under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by the Delta Air Lines Premium Sales and Service contact center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Delta Air Lines Premium Sales and Service customers who recently contacted its contact centers in Cincinnati, OH; Hibbing, MN; and Salt Lake City, UT.

“Congratulations to the Delta Air Lines Premium Sales and Service team for earning this very demanding certification,” said Mark Miller, senior director at JD Power. “Our customer experience research shows that Delta’s Premium Sales and Service team delivered high agent courtesy and high agent knowledge, and that callers were able to reach an agent quickly.”

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Experiences with the automated phone system are evaluated based on the clarity of the information provided; the ease of navigating the phone menu prompts; and the ease of understanding the phone menu instructions.

“We are proud and excited to receive this recognition from JD Power for the excellent customer service provided by our Premium Sales and Service specialists,” said Charisse Evans, vice president for Delta Reservation Sales and Customer Care. “Because customer surveys are a key component of the certification process, it means a great deal to us that our customers agreed with JD Power on the high level of service delivered by our dedicated Reservations team.”

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel; the IVR self-service channel; and the Web self-service channel.

For more information on the Certified Contact Center Program, please visit JDPower.com.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial  (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL and JD Power. The Company has approximately 17,000 employees in 30 countries. Additional information is available at www.mhfi.com.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Russell Cason; Delta Air Lines; 404-715-7893; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Nicor Home Solutions Call Center Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience for an Eighth Consecutive Year

2014-10-16

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WESTLAKE VILLAGE, Calif.: 16 October  2014 — Nicor Home Solutions, the Illinois-based affiliate of Pivotal Home Solutions, has been recognized for contact center operation customer satisfaction excellence with its live phone channel for an eighth consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by Nicor Home Solutions contact center operations to provide “An Outstanding Customer Service Experience.”

To become certified, the contact center successfully passed a detailed audit of more than 100 practices that encompass its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Nicor Home Solutions customers who recently contacted its call center in Naperville, Ill.

“Earning our certification for the eighth straight year is a significant achievement and underscores Nicor Home Solutions’ commitment to providing an outstanding customer experience via their live phone channel,” said Mark Miller, senior director at JD Power.

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided; the ease of navigating the phone menu prompts; and the ease of understanding the phone menu instructions.

“Customer satisfaction is at the heart of our business,” said Robin Boren, president of Pivotal Home Solutions. “Achieving this certification speaks to our commitment to consistently provide our customers with exemplary service each and every day.”

Launched by JD Power in 2004 to evaluate overall customer satisfaction with Live Phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

For more information on the Certified Contact Center Program, please visit JDPower.com.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Janille Miller; Pivotal Home Solutions; Naperville, Ill.; 630-388-2208; jmmiller@ aglresources.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower