WESTLAKE VILLAGE, Calif.: 9 July 2014 — Salt River Project (SRP) has been recognized for contact center operation customer satisfaction excellence under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by SRP’s service contact center operations to provide “An Outstanding Customer Service Experience.” SRP achieved certification for the live phone channel (ninth consecutive year), including interactive voice response (IVR) routing and customer service representative (CSR), as well as for the IVR self-service and Web self-service channels (first year, respectively).
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 SRP customers who recently contacted its contact centers in Mesa, Tempe and Queen Creek, Arizona.
“Congratulations to SRP on providing an outstanding customer experience and achieving the certified contact center designation for its live phone channel, IVR self-service channel and Web self-service channel,” said Mark Miller, senior director at J.D. Power. “To earn our certification for nine years running is impressive, and this year customers have confirmed that SRP’s Web self-service and IVR self-service channels also deliver a great experience.”
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.
“We are honored to receive this certification,” said Renée Castillo, SRP senior director customer services. “It is a privilege to serve our customers and we are committed to provide them exceptional service for years to come.”
The Certified Contact Center Program was launched by J.D. Power in 2004 to evaluate overall customer satisfaction with contact centers and to help contact centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
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]
Jeff Lane; Salt River Project; Phoenix, AZ; 602-236-2500; [email protected]
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