Bank of America's Merrill Edge Call Centers Recognized for Providing an Outstanding Customer Service Experience for a Third Consecutive Year
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WESTLAKE VILLAGE, Calif.: 18 December 2013 — Merrill Edge has been recognized for call center operation customer service excellence for a third consecutive year under the J.D. Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by the company's call centers to provide "An Outstanding Customer Service Experience."
To become certified, the call center operations, located in Chandler, Ariz.; Hopewell, N.J.; Jacksonville, Fla.; and Lincoln, R.I., successfully passed a detailed audit of more than 100 practices that encompass the call center's customer satisfaction measurement and analysis strategies, including recruiting; training; employee incentives; quality assurance capabilities; and management roles and responsibilities. As part of its evaluation, J.D. Power also conducted a random survey of Merrill Edge customers who recently contacted one of its call centers.
"Merrill Edge is to be congratulated for demonstrating once again that they are committed to delivering an outstanding customer experience through its call centers," said Mark Miller, senior director at J.D. Power. "Our research shows that its customers enjoy fast service from courteous and knowledgeable representatives."
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 cross-industry customer satisfaction research conducted by J.D. Power. 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.
"At Merrill Edge, our top priority is creating better connections for our customers through a streamlined investment service that meets all of their financial needs--whether they contact us in-person, online or over the phone," said Alok Prasad, head of Merrill Edge. "We are excited that our call centers, in particular, have earned such a high honor from J.D. Power for delivering outstanding service to our customers for the third year running, which is unmatched in our industry."
The Certified Call Center Program was launched by J.D. Power 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
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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