Pictured: Anel Perez, senior representative, Freeman Customer Support Center.
Dallas-based Freeman, the world’s leading brand experience company, is pleased to have its customer support center recognized by J.D. Power for providing “An Outstanding Customer Service Experience” for the live phone channel under the J.D. Power Certified Contact Center Program. The Certified Contact Center Program acknowledges a strong commitment by the Freeman Customer Support Center operations to providing “An Outstanding Customer Experience.” The Freeman contact center achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service performance.
As part of its evaluation, J.D. Power conducted a random survey of Freeman customers who recently contacted its call center located in Grand Prairie, Texas. The center is staffed six days a week, covering business hours coast to coast. Freeman documents all communications, so management can model support and processes around the company’s clients’ needs. “Freeman is committed to their customers and it shows in the extremely high level of customer satisfaction attained over such a long period of time,” says Mark Miller, practice leader, customer service solutions, J.D. Power. “We congratulate them on this significant achievement.”
In order to earn certification, the contact center successfully passed a detailed audit of practices that encompass its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. The contact center must also exceed a national benchmark for customer survey satisfaction, as established through J.D. Power’s cross-industry customer satisfaction research.
“Having earned this prestigious honor for the ninth consecutive year is an amazing accomplishment for our Customer Support Center,” says Albert Chew, COO, Freeman. “Meeting our customers’ needs is at the center of everything we do and further demonstrates our team’s dedication to ensuring that we meet and exceed each of our customer’s expectations.”
The Freeman Company helps create meaningful connections for global audiences. A family-owned organization, it is comprised of leading brand experience company Freeman; venue-based audio-visual and production company, Encore Event Technologies; and Alford Media, a boutique event technology specialist. With more than 90 locations globally and more than 7,000 employees they are dedicated to delivering the best experiences and business outcomes possible for their clients. For more info, visit www.freeman.com/.
Freeman is the world’s leading brand experience company. They help their clients design and deliver immersive live experiences for their most important audiences. Through comprehensive offerings including strategy, creative, logistics, digital and event technology, Freeman helps increase audience engagement and drive business results. What makes them different is their collaborative culture, intuitive knowledge, global perspective, and personalized approach, which they’ve gained from their 90 years as an industry leader. For more info, visit www.freeman.com/.
For more info on the Certified Contact Center Program, visit www.jdpower.com/business/solutions/certified-contact-center-program.