COSTA MESA, Calif.: 9 Aug. 2016 — Salt River Project (SRP) has been recognized for contact center operation customer satisfaction excellence under the J.D. Power Certified Contact Center Program,SM it was announced today.
The Certified Contact Center Program distinction acknowledges a strong commitment by SRP’s service contact center operations to provide an outstanding customer service experience, achieving certification for its live phone channel, interactive voice response (IVR) self-service channel and Web self-service channels.
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 SRP customers who recently contacted its contact centers in Mesa, Tempe and Queen Creek, Ariz.
“It’s a testament to SRP’s dedicated personnel and work ethic that it again was able to achieve this level of recognition,” said Mark Miller, senior director at J.D. Power. “To earn our certification 10 times is impressive, and customers have high praise for SRP’s live phone channel, Web self-service and IVR self-service channel.”
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.
“Every year SRP’s Customer Experience Services team answers millions of calls—more than 2.3 million last year alone. It is a privilege to provide every customer the highest level of service every time through all channels of communication,” said Renee Castillo, SRP senior director of customer services. “We are honored to receive this award for the 10th time, as it underscores SRP’s storied and ongoing commitment to exceptional customer service.”
The Certified Contact Center Program was launched by J.D. Power in 2004 to evaluate overall customer satisfaction with contact centers and to help contact centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
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Jeff Lane; Salt River Project; Phoenix, Ariz.; 602-236-2500; email@example.com
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