WESTLAKE VILLAGE, Calif. 4 November 2014 — Bank of America Merrill Lynch Retirement & Benefit Plan Services has been recognized for contact center operation customer satisfaction excellence with its live phone channel for a 10th consecutive year under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by the Bank of America Merrill Lynch Retirement Contact Centers’ operations to provide “An Outstanding Customer Service Experience.”
To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their 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 Bank of America Merrill Lynch Retirement & Benefit Plan Services’ clients who recently contacted its contact centers in Jacksonville, FL, and Hopewell, NJ.
“Earning our certification for a decade is a remarkable achievement and speaks to Bank of America Merrill Lynch’s tremendous commitment to an outstanding client experience via the live phone channel,” said Mark Miller, senior director, 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.
“This significant achievement reflects our ongoing commitment to excellent client service and to helping make people’s lives better,” said David Tyrie, head of retirement and personal wealth solutions for Bank of America Merrill Lynch. “With each and every contact, we want to help the millions of individuals who participate in our financial benefit plans achieve better outcomes and improve their financial wellness.”
“We’re proud to be recognized by J.D. Power for the 10th consecutive year,” said Aditya Bhasin, chief information officer for global wealth management technology and operations for Bank of America Merrill Lynch. “This demonstrates that whether a client wants to simply check a financial benefit plan balance, access Benefits OnLine or speak with one of our client service representatives, we have long provided an exceptional experience.”
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.
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com
Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]
Matthew Card; Bank of America Communications; Chantilly, Va.; 617- 434-1388; [email protected]
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