Officials for Freeman, a global provider of integrated services for live engagements, have announced the firm’s customer support center has been recognized for call center customer satisfaction excellence for the third consecutive year under the J.D. Power and Associates’ call center certification program.
To achieve certification, Freeman’s call center successfully passed a detailed audit of more than 100 practices that evaluate customer satisfaction, 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.
“Congratulations to Freeman for their third consecutive year of certification, which illustrates their commitment to delivering outstanding customer service to customers contacting them via phone,” said Mark Miller, senior director, J.D. Power and Associates. “According to our research, their customers reported Freeman’s agents are very courteous and it is quick and easy to get questions answered and issues resolved.”
For certification status, a call center must 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 includes 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 also 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.
“We know people like to do business with people they know and trust. At Freeman, meeting our customers’ needs is at the center of everything we do, which is why the exceptional service provided by our customer support center is a critical component of our success,” said Joe Popolo, CEO, Freeman. “This third consecutive honor from J.D. Power and Associates firmly demonstrates our team’s dedication to ensuring that we meet and exceed each of our customers’ expectations by consistently providing extraordinary service.”
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.
Since 1927, Freeman has been a provider of integrated experiential marketing solutions for live engagements, including expositions, conventions, corporate events and exhibits. Headquartered in Dallas and with 70 offices in North America, Freeman produces more than 4,300 expositions annually, including 135 of the 250 largest U.S. tradeshows and 11,000 other events worldwide.