WESTLAKE VILLAGE, Calif.: 24 June 2015 — Bank of America Merrill Lynch Corporate and Commercial Banking has been recognized for contact center operation customer satisfaction excellence in the live phone channel for a sixth consecutive year under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by the Bank of America Merrill Lynch Corporate and Commercial Banking contact center operations to provide “An Outstanding Customer Service Experience.”
To become certified, the contact 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 Corporate and Commercial Banking customers who recently contacted the company’s contact centers in Brea, CA; Jacksonville, FL; Charlotte, NC; and Norfolk, VA.
“Congratulations to the Bank of America Merrill Lynch Corporate and Commercial Banking contact centers for earning certification for the sixth consecutive year,” said Mark Miller, contact center leader at J.D. Power. “Our research shows that Bank of America Merrill Lynch Corporate and Commercial Banking customers are particularly pleased with the interactive voice response (IVR) interaction prior to getting to a representative and with the representative’s courtesy and the concern demonstrated.”
“Delivering outstanding service to our clients is an absolute differentiator. Our strategy is that every employee owns the client experience and uses every interaction as an opportunity to delight and strengthen relationships,” said Bill Pappas, chief information officer of global wholesale banking technology & operations at Bank of America Merrill Lynch. “We’re excited to be recognized by J.D. Power for the sixth year in a row. It reinforces our efforts to deliver exceptional service, and helps us maintain our momentum as we continue to connect with clients in new and better ways.”
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s 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 a world-class experience is the cornerstone of building deep, long-standing client relationships,” said Alastair Borthwick, head of global commercial banking at Bank of America Merrill Lynch. “We appreciate this recognition by J.D. Power as our call centers are an important component of the way in which we interact with clients.”
Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.
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/South 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) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com
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