COSTA MESA, Calif.: 27 July 2016 — Freeman has been recognized for contact center operation customer service excellence with its live phone channel including interactive voice response (IVR) routing and customer service representative (CSR) for a seventh consecutive year under the J.D. Power Certified Contact Center Program.SM
The Certified Contact Center Program distinction acknowledges a strong commitment by the Freeman contact center operations to provide “An Outstanding Customer Service Experience.”
- To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
- As part of its evaluation, J.D. Power conducted a random survey of Freeman’s customers who recently contacted the company’s contact center in Grand Prairie, Texas.
“Freeman’s customer support center has shown a strong commitment to taking care of their customers in the live phone channel, which is reflected in their seventh consecutive certification, and we congratulate them again for delivering an outstanding customer experience,” said Mark Miller, contact center practice leader at J.D. Power.
"Our customer support teams make it personal and put the customer at the center of the equation, providing superior service that has resulted in this prestigious recognition for the seventh consecutive year,” said Joe Popolo, CEO of Freeman. “Performance excellence is at the heart of everything we do and I could not be more proud of our team.”
For Certification Status:
A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
- The research 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.
- The experience with the automated phone system is evaluated based on the clarity of the information provided; ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.
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.
Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; email@example.com
Kendall Huber; Golin on behalf of Freeman; 469-680-2556; KHuber@golin.com
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