COSTA MESA, Calif.: 19 Dec. 2016 — KARL STORZ Endoscopy-America, Inc., has again been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM
The Certified Contact Center Program distinction acknowledges a strong commitment by KARL STORZ Endoscopy-America contact center operations to provide “An Outstanding Customer Service Experience.”
- To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
- As part of its evaluation, J.D. Power conducted a random survey of KARL STORZ Endoscopy-America customers who recently contacted the company’s contact centers in El Segundo, Calif., and Southbridge, Mass.
“The KARL STORZ endoscopy team provides an outstanding customer experience in the live phone channel, achieving certification for the fifth consecutive year,” said Mark Miller, contact center practice leader at J.D. Power. “Though the company’s performance overall is superlative, our research shows that Karl Storz Endoscopy-America excels in particular in two key attributes: timeliness of resolution and knowledge of the representative, which are vital to high performance in this industry. The company’s entire team should be proud of their outstanding performance.”
“The certification process keeps us focused on the needs of our customers and it keeps us relevant,” said Marian Favors, director, customer support, KARL STORZ Endoscopy-America, Inc. “Furthermore, our employees are more engaged and they constantly strive to reduce effort for our customers.”
For Certification Status:
- A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
- The research 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.
The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and web self-service channel.
Media Relations Contacts:
John Tews; J.D. Power; Troy, Mich.; 248-680-6218; [email protected]
Susan Jaffy Marx; Marketing Communications, Karl Storz Endoscopy-America, Inc.; 424-218-8701; [email protected]
About KARL STORZ
KARL STORZ Endoscopy-America, Inc., is an affiliate of KARL STORZ GmbH & Co. KG, an international leader for more than 70 years in reusable endoscope technology, encompassing all endoscopic specialties. Based in Tuttlingen, Germany, KARL STORZ GmbH & Co. KG is a family-owned company that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship and clinical effectiveness. For more information, call 800-421-0837 or visit the company’s website at www.karlstorz.com.
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power. www.jdpower.com
Follow us on Twitter @jdpower