WESTLAKE VILLAGE, Calif.: 20 June 2013 — Bank of America Merrill Lynch Global Corporate and Commercial Banking Client Services has been recognized for call center operation customer satisfaction excellence under the J.D. Power Call Center Certification ProgramSM. The Certified Call Center Program distinction acknowledges a strong commitment by Bank of America Merrill Lynch Global Corporate and Commercial Banking Client Services 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 conducted a random survey of Bank of America Merrill Lynch Global Corporate and Commercial Banking Client Services customers who recently contacted its call centers in Charlotte, N.C.; Jacksonville, Fla.; Norfolk, Va.; and Brea, Calif.
"In achieving this certification for the fourth consecutive year, Bank of America Merrill Lynch Global Corporate and Commercial Banking Client Services has demonstrated that they are committed to providing an outstanding service experience to customers contacting its call centers," said Mark Miller, senior director at J.D. Power.
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 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.
"In today's global marketplace, it's essential that we set ourselves apart from the competition and connect with our clients in new and better ways," said Bill Pappas, Chief Information Officer of Global Wholesale Banking Technology & Operations at Bank of America Merrill Lynch. "Our Corporate and Commercial contact centers are doing just that - they're putting our clients first by ensuring every interaction is effortless, meaningful and unmatched. We appreciate being recognized by J.D. Power for delivering an outstanding experience for the fourth year in a row."
"Companies of all sizes have more financial needs than ever, and we're proud to provide industry-leading service while bringing our full range of solutions to customers in the U.S. and around the world," said Alastair Borthwick, head of Global Commercial Banking at Bank of America Merrill Lynch. "We're committed to helping our clients grow their businesses, and we appreciate this recognition by J.D. Power."
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.
For more information on the Certified Call Center Program, please visit JDPower.com.
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 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), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, McGraw Hill Construction and Aviation Week. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.
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