Freeman has been recognized for contact center operation customer service excellence with its live phone channel for a sixth consecutive year under the J.D. Power Certified Contact Center Program.
The Certified Contact Center Program distinction acknowledges a strong commitment by Freeman’s Customer Support Center operations to provide “an outstanding customer service experience.” Freeman’s contact center achieved certification for the live phone channel including interactive voice response (IVR) routing and customer service representative (CSR).
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, J.D. Power conducted a random survey of Freeman customers who recently contacted its call center located at Freeman’s headquarters in Grand Prairie, Texas.
“Freeman’s Customer Support Center has been certified for the sixth consecutive year for its live phone channel, and we congratulate them once again for delivering an outstanding customer experience,” said Mark Miller, contact center practice leader at J.D. 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 J.D. 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.
“Freeman employees care about our customers’ success. The outstanding performance of our Customer Support Center represents our commitment to customer service,” said Joe Popolo, CEO, Freeman. “To earn this certification for the sixth consecutive year is very gratifying. I am very proud of our team and the service culture they have helped to build for the benefit of our clients.”
Launched by J.D. 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.