Global Experience Specialists (GES) has been recognized for call center customer satisfaction excellence for a fourth consecutive year under the J.D. Power and Associates Call Center Certification Program. The Call Center Certification Program distinction acknowledges a strong commitment by GES call center operations to provide “An Outstanding Customer Service Experience.”
To become certified, the 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 GES customers who recently contacted its call center, located in Las Vegas, Nev.
“For a fourth consecutive year, Global Experience Specialists has earned this distinction and is to be congratulated on this significant achievement,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “Call center customers report that GES’ interactive voice response (IVR) experience was excellent, and that the GES agents were courteous as they solved customer issues quickly during the interaction.”
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based onbenchmarks 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.
“GES was the first in the industry to develop a centralized call center, and we continue to raise the bar in providing superior service,” said Steve Moster, GES president. “Earning certification by J.D. Power and Associates for a fourth year in a row is a great honor that recognizes the investment we have made in the training and development of our dedicated team members and in the call center’s technology.”