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Category: Call CenterUnited States

  • 2014 JD Power Certified Contact Center Program:Bank of America Merrill Lynch Retirement & Benefit Plan Services

    Bank of America Merrill Lynch Retirement Contact Centers Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience for a 10th Consecutive Year

    2014-10-30

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    WESTLAKE VILLAGE, Calif. 4 November 2014 — Bank of America Merrill Lynch Retirement & Benefit Plan Services has been recognized for contact center operation customer satisfaction excellence with its live phone channel for a 10th 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 Retirement Contact Centers’ 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’ clients who recently contacted its contact centers in Jacksonville, FL, and Hopewell, NJ.

    “Earning our certification for a decade is a remarkable achievement and speaks to Bank of America Merrill Lynch’s tremendous commitment to an outstanding client experience via the live phone channel,” said Mark Miller, senior director, 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.

    “This significant achievement reflects our ongoing commitment to excellent client service and to helping make people’s lives better,” said David Tyrie, head of retirement and personal wealth solutions for Bank of America Merrill Lynch. “With each and every contact, we want to help the millions of individuals who participate in our financial benefit plans achieve better outcomes and improve their financial wellness.”

    “We’re proud to be recognized by JD Power for the 10th consecutive year,” said Aditya Bhasin, chief information officer for global wealth management technology and operations for Bank of America Merrill Lynch. “This demonstrates that whether a client wants to simply check a financial benefit plan balance, access Benefits OnLine or speak with one of our client service representatives, we have long provided an exceptional experience.”

    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]

    Matthew Card; Bank of America Communications; Chantilly, Va.; 617- 434-1388; [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

     

  • 2014 JD Power Certified Contact Center Program: UPMC Health Plan

    UPMC Health Plan Contact Centers Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience Three Times in a Row

    2014-10-23

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    WESTLAKE VILLAGE, Calif.: 28 October 2014 — UPMC Health Plan has been recognized for contact center operation customer satisfaction excellence with its live phone channel three times in a row under the JD Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by UPMC Health Plan’s 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 UPMC Health Plan customers who recently contacted its contact center in Pittsburgh, PA.

    “Congratulations to UPMC Health Plan on earning this rigorous JD Power certification, which demonstrates a strong commitment to providing an outstanding customer experience with their live phone channel,” said Mark Miller, senior director, JD Power. “Our research shows that UPMC Health Plan excelled in getting clients to a representative quickly and then demonstrated courtesy upon connecting with the representative.”

    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.

    “Earning the contact center certification means that JD Power recognizes the hard work, focus and enthusiasm that our call center team brings to work with them every day,” said Anne Palmerine, associate vice president, customer engagement & enrollment for UPMC Health Plan. “The service they provide is reflected in the high level of satisfaction they bring to our members. We have great people who operate in a great system, and we get great results.”

    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]

    Bill Modoono; UPMC Health Plan; 412-454-7781; [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

     

  • JD Power Collaborates with Technology Services Industry Association

    JD Power Collaborates with Technology Services Industry Association On New Assisted Technical Support Certification

    2014-10-17

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    WESTLAKE VILLAGE, Calif: 21 October 2014 — JD Power today announced the launch of the JD Power Certified Assisted Technical Support ProgramSM, a new certification initiative in collaboration with the Technology Services Industry Association (TSIA), a leading association for today’s technology services organizations. The new certification offers companies an entry point into the JD Power and TSIA joint effort as a first step on the progressive path to end-to-end certification.

    To achieve certification, companies must pass rigorous audits that assess their adherence to TSIA industry best practices and standards for assisted support. Additionally, companies must meet benchmarks established by JD Power’s extensive technology customer satisfaction research.

    This prestigious credential allows companies to use the co-branded certification to market to their customers and leverage it for competitive distinction. Participants in the TSIA Rated Outstanding program may also elect within 60 days of completing the program to add the JD Power customer satisfaction survey and, if they pass the program can include JD Power Certified Assisted Technical Support to their list of credentials.

    “Assisted support continues to be the primary channel of support in the technology space and a significant area of focus for high-performing organizations that are committed to making the satisfaction of their customers a priority,” said Ritesh Kochhar, director of contact center solutions at JD Power. “With the launch of the Certified Assisted Technical Support Program, organizations will be able to validate their current operational excellence within assisted support and have the option of taking advantage of the competitive differentiation that comes with being a JD Power certified organization.”

    “TSIA continues to value the input from our membership and, in response, we are delighted to be announcing a new assisted support certification program that carries with it the impact of the JD Power brand,” said Tom Pridham, senior vice president of major accounts and general manager of operational best practice programs for TSIA. “We are pleased to be introducing the new Certified Assisted Technical Support program. Now, more TSIA members have the option to engage in a prestigious and credentialed program, leveraging the JD Power brand for competitive distinction in customer satisfaction.”

    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 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 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 18,000 employees in 30 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 www.tsia.com, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google +.

    Media Relations Contacts

    John Tews; JD Power; 248-680-6218; [email protected]

    Trisha Bright; TSIA; 858-674-549; [email protected]