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Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience 

COSTA MESA, Calif.:  31 Oct. 2016 — Delta Air Lines Premium Sales and Service has again 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 Delta Air Lines Premium Sales and Service 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 Delta Air Lines customers who recently contacted the company’s contact centers in Cincinnati, Ohio; Salt Lake City, Utah; Minneapolis, Minn.; and Chisholm, Minn.  

 “Delta Air Lines Premium Sales and Service team has earned contact center certification for a third straight year, demonstrating a strong commitment to exceeding their customers’ expectations,” said Mark Miller, contact center practice leader, J.D. Power. “Our certified organizations all provide an outstanding customer experience, but our research shows that the Delta Air Lines Premium  Sales and Service team particularly excelled in six attributes of the customer’s experience: ease of understanding the phone menu instructions; courtesy; concern; knowledge of the representative; promptness in speaking to a person; and timeliness of resolution. These results are indicative of the outstanding customer experience delivered by the Delta Air Lines Premium Service and Sales team.”

“We are honored to once again achieve this respected recognition from J.D. Power based on the exceptional service provided by our Customer Experience Specialists,” said Charisse Evans, Delta’s vice president—reservation sales and customer care. “The certification is a demonstration of our commitment to listen, care and connect with customers 24 hours a day, seven days a week. I am extremely proud of our dedicated colleagues who, along with the support of all Delta people worldwide, continue to exceed our customers’ expectations.”

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. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and Web self-service channel.

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com

Media Relations Contacts

John Tews; J.D. Power; Troy, Mich.; 248-680-6218; media.relations@jdpa.com

Brian Kruse; Delta Air Lines; Atlanta, Ga.; 404-715-1269; Brian.A.Kruse@delta.com

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Media Contacts:

John Tews

Troy, Michigan

(248) 680-6218

media.relations@jdpa.com