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Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience

COSTA MESA, Calif.: 19 Dec. 2016 — Merrill Edge 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 Merrill Edge 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 Merrill Edge customers who recently contacted the company’s contact centers in Jacksonville, Fla., Hopewell, N.J., and Chandler, Ariz.

“The Merrill Edge Investment team and the Merrill Edge Advisory team have achieved certification for the sixth consecutive year,” said Mark Miller, contact center practice leader at J.D. Power. “Our research shows that the Merrill Edge Investment and Advisory teams particularly excel in five key attributes: timeliness of resolution; promptness in speaking to a person; courtesy; concern; and knowledge of the representative. These results highlight how the Merrill Edge Investment and Advisory teams consistently deliver an outstanding customer experience.”

“Whether it’s on the phone, online, mobile or in person, it is our purpose to help customers make more informed investment decisions,” said Aron Levine, head of Merrill Edge. “We are proud to receive this prestigious customer experience distinction for the sixth consecutive year, which recognizes our client-focused strategy, putting customers first and helping them navigate decisions in a rapidly changing market.”

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

Mike Conner; Bank of America; Charlotte, NC; 1-980-386-8359; michael.l.conner@bankofamerica.com

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No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power. www.jdpower.com

Media Contacts:

John Tews

Troy, Michigan

(248) 680-6218

media.relations@jdpa.com