WESTLAKE VILLAGE, Calif.: 3 December 2014 — Delta Air Lines Premium Sales and Service has been recognized for contact center operation customer satisfaction excellence in its live phone channel under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by the Delta Air Lines Premium Sales and Service contact center operations to provide “An Outstanding Customer Service Experience.”
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 Delta Air Lines Premium Sales and Service customers who recently contacted its contact centers in Cincinnati, OH; Hibbing, MN; and Salt Lake City, UT.
“Congratulations to the Delta Air Lines Premium Sales and Service team for earning this very demanding certification,” said Mark Miller, senior director at J.D. Power. “Our customer experience research shows that Delta’s Premium Sales and Service team delivered high agent courtesy and high agent knowledge, and that callers were able to reach an agent quickly.”
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. Experiences with the automated phone system are 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.
“We are proud and excited to receive this recognition from J.D. Power for the excellent customer service provided by our Premium Sales and Service specialists,” said Charisse Evans, vice president for Delta Reservation Sales and Customer Care. “Because customer surveys are a key component of the certification process, it means a great deal to us that our customers agreed with J.D. Power on the high level of service delivered by our dedicated Reservations team.”
Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel; the IVR self-service channel; and the Web self-service channel.
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 and J.D. Power. The Company has approximately 17,000 employees in 30 countries. Additional information is available at www.mhfi.com.
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Russell Cason; Delta Air Lines; 404-715-7893; Russell.Cason@delta.com
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