Global Experience Specialists (GES), a leader in exhibition, event and retail marketing services, announced that for the third year in a row, the GES National Servicenter has earned certification under the J.D. Power and Associates Certified Call Center Program. The Certified Call Center distinction acknowledges a strong commitment from GES call center operations to provide an outstanding customer service experience.
“Receiving J.D. Power and Associates’ Call center certification for a third year in a row is a demonstration of GES’ commitment to continually enhance our customers’ experience,” said Steve Moster, GES president. “GES was the first in the industry to develop a centralized call center, and we continue to raise the bar in providing superior service to our clients.”
To receive certification, 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 include: courtesy, knowledge, concern for the customer, usefulness of the information provided, convenience of operating hours, ease of reaching a representative and timely resolution.
“In achieving certification for a third consecutive year, GES has once again delivered an outstanding customer experience to customers through the phone channel,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “Call center customers were particularly pleased with the courtesy of the customer service representatives, as well as the promptness in speaking with a representative, which was also the area where the GES call center made the most gains year-over-year.”
In addition to earning the J. D Power and Associates’ call center certification, the GES National Servicenter was recognized by the International Association of Exhibitions and Events in 2010 for Outstanding Achievement as a Marketing and Sales Supplier and is a finalist in the 2011 Stevie Awards for Sales and Customer Service.
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