WESTLAKE VILLAGE, Calif.: 3 February 2015 — Merrill Edge Advisory and Investment Centers have been recognized for contact center operation customer satisfaction excellence with its live phone channel for a fourth consecutive year under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by the Merrill Edge 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 Merrill Edge customers who recently contacted its contact centers in Hopewell, N.J.; Chandler, Ariz., Lincoln, R.I.; and Jacksonville, Fla.
“Congratulations to Merrill Edge Advisory and Investment customer care centers for earning a fourth consecutive certification,” said Mark Miller, contact center practice leader at J.D. Power. “Our certification research showed that both groups were strong across all attributes, but did particularly well in ‘Knowledge’ and ‘Concern’.”
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. In addition to the above evaluation criteria, experiences with the automated phone system are evaluated based on the clarity of the information provided; ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.
“Ensuring we provide the highest quality service to our clients across all touch points, whether it’s via live phone, online, mobile or in-person is top priority for us at Merrill Edge,” said Aron Levine, head of preferred banking and Merrill Edge at Bank of America Corporation. “We are thrilled to receive such prestigious certification, specifically for live phone channel at our advisory and investment contact centers, for the fourth year running, and that one of the key ways we serve our clients continues to earn recognition for delivering outstanding service.”
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 Contact Center Program—formerly called the Certified Call Center Program—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 and J.D. Power. The Company has approximately 17,000 employees in 30 countries. Additional information is available at www.mhfi.com.
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