Boston Scientific Call Centers Recognized for Providing An Outstanding Customer Service Experience
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WESTLAKE VILLAGE, Calif.: 8 January 2013 — Boston Scientific 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 Boston Scientific'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 Boston Scientific customers who recently contacted its call centers in Quincy, Massachusetts.
"Congratulations to Boston Scientific for earning our customer-centric certification for the eighth consecutive year and demonstrating once again that they are dedicated to providing an outstanding customer experience," said Mark Miller, senior director at J.D. Power and Associates. "According to our research, their customers were very pleased with all aspects of the IVR and agent experience, though Boston Scientific scored particularly well in attributes pertaining to getting customer needs met quickly and the knowledge of the agent."
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.
"Boston Scientific is committed to performance excellence, and customer service is certainly no exception," said Mike Mahoney, president and CEO at Boston Scientific. "Our products help save and improve lives, and this distinction highlights the dedication of our employees to providing our customers with the highest levels of support."
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.
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 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 Dow Jones Indices, J.D. Power and Associates and Platts, a leader in commodities information. 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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