WESTLAKE VILLAGE, Calif.: 6 December 2010 — Freeman Customer Support Center has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Call Center Certification Program.SM The Call Center Certification Program distinction acknowledges a strong commitment by the Freeman Customer Support Center call center operations to provide “An Outstanding Customer Service Experience.”
To become certified, the Freeman Customer Support Center call center operations successfully passed a detailed audit of more than 100 practices that encompass the call center’s customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates also conducted a random survey of Freeman Customer Support Center customers who recently contacted its call center, located in Grand Prairie, Texas.
“Freeman Customer Support Center customers were particularly pleased with the courtesy of the call center representatives, as well as with the timeliness of resolving their problem, question or request,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “In achieving certification, the Freeman Customer Support Center has demonstrated its commitment to delivering high-quality service to customers over the phone.”
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ 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.
“Each member of the team is committed to our company and providing the highest level of service to our customers,” said Katy Wild, executive vice president of customer relations at Freeman. “This recognition is a demonstration of our customer service foundation: a standard of excellence and a customer-centric perspective.”
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.