WESTLAKE VILLAGE, Calif.: 3 July 2012 — Bank of America Merrill Lynch has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Call Center Certification ProgramSM. The Call Center Certification Program distinction acknowledges a strong commitment by Bank of America Merrill Lynch's service call 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 and Associates conducted a random survey of Bank of America Merrill Lynch customers who recently contacted its call centers in Charlotte, N.C.; Jacksonville, Fla.; Norfolk, Va.; Windsor, Conn.; Seattle, Wash.; and Brea, Calif.
"In achieving certification for the third consecutive year, Bank of America Merrill Lynch Global Corporate and Commercial Banking Client Services has shown that they are committed to providing an outstanding service to customers contacting its call centers," said Mark Miller, senior director at J.D. Power and Associates. "According to customer research, their customer service representatives perform particularly well in resolving problems, questions or requests in a timely manner."
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 and Associates' 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.
"Delivering superior client service is our number one priority at Bank of America Merrill Lynch, so we are honored to receive recognition from J.D. Power and Associates for a third consecutive year," said Bill Pappas, Chief Information Officer of Global Wholesale Banking Technology and Operations for Bank of America Merrill Lynch. "This award is a tribute to our outstanding contact center employees and their unwavering commitment to clients."
The Call Center Certification Program was launched by J.D. Power and Associates 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.
For more information on the Call Center Certification Program, please visit JDPower.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial's leading brands include Standard & Poor's Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and J.D. Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.
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