WESTLAKE VILLAGE, Calif.: 12 November 2013 — Freeman has been recognized for call center operation customer service excellence for a fourth consecutive year under the J.D. Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Freeman's Customer Support Center operations to provide "An Outstanding Customer Service Experience."
To become certified, the call 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 Freeman customers who recently contacted its call center located at Freeman's headquarters in Grand Prairie, Texas.
"Congratulations to Freeman's Customer Support Center for being certified for the fourth consecutive year," said Mark Miller, senior director, contact center solutions at J.D. Power. "Our research shows that their customers value the speed with which their calls are answered and how quickly their issues are addressed. This is very important for Freeman's business."
For certification status, a call 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.
"One of the benefits of being employee-owned is that our employees are genuinely invested in our customers' business and committed to their success," said Joe Popolo, Freeman CEO. "This fourth consecutive honor from J.D. Power demonstrates our Customer Support Center's role in providing a critical connection to our customers and exceptional customer service at all levels. We are honored to again receive this important recognition and wish to thank our customers for trusting Freeman."
The Certified Call Center Program was launched by J.D. Power in 2004 to evaluate overall customer satisfaction with call centers and to help call 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
Susan MacLaughlin; Edelman on behalf of Freeman; Dallas, Texas; 214-443-7597; [email protected]
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