COSTA MESA, Calif.: 20 Feb. 2017— Georgia Natural Gas has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM
The Certified Contact Center Program distinction acknowledges a strong commitment by Georgia Natural Gas’ 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 Georgia Natural Gas customers who recently contacted the company’s contact centers in Kennesaw, Ga., and Richardson, Texas.
“Congratulations to Georgia Natural Gas for earning our certification this year and for delivering an outstanding customer experience in its live phone channel,” said Mark Miller, contact center practice leader for J.D. Power.
“Providing superior customer service means we need to excel at every detail in the Georgia Natural Gas customer experience,” said Michael Braswell, president of GNG. “We are very proud of our contact call center J.D. Power certification, and we will continue to work every day to exceed our customers’ expectation of service.”
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 Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
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