WESTLAKE VILLAGE, Calif.: 7 February 2012 — Capital One has been recognized for customer service excellence for its U.S. credit card, retail banking and small business credit card servicing call centers under the J.D. Power and Associates Call Center Certification Program.SM The Call Center Certification Program distinction acknowledges a strong commitment by the company’s call centers to provide “An Outstanding Customer Service Experience.” The Capital One small business card servicing call center achieves certification for a second consecutive year.
To become certified, the call center operations, located in Richmond, Va., successfully passed a detailed audit of more than 100 practices that encompass the call center’s customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates also conducted a random survey of Capital One U.S. credit card, retail banking and small business credit card customers who recently contacted its call center.
“Capital One is to be congratulated on this noteworthy achievement, which demonstrates its commitment to providing an outstanding customer experience across each of their certified business lines,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “What is particularly impressive about their most recent certifications is how Capital One managed, collaborated and utilized both internal and external resources to meet the needs of Capital One’s large U.S. customer base, and how the commitment to the customer was present no matter where we went.”
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.
“Capital One made a commitment several years ago to transform our customer experience, and these certifications are milestones that demonstrate our progress even as we continue to raise our game,” said Heather Cox, EVP of Capital One Card Operations. “Our customer satisfaction scores have been consistently rising across the board at Capital One, and our associates are working tirelessly to deliver exceptional service to our customer."
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 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. 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/.