WESTLAKE VILLAGE, Calif.: 24 September 2015 — Merrill Lynch Wealth Management Client Services has been recognized for contact center operation customer service excellence with 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 Merrill Lynch Wealth Management Client Services operations to provide “An Outstanding Customer Service Experience.” Merrill Lynch Wealth Management Client Services is the contact center for Merrill Lynch-advised clients and provides single point of contact for brokerage, banking, credit card and online support. Merrill Lynch Wealth Management Client Service’s contact center achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service representative (CSR).
To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass its 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 Merrill Lynch Wealth Management clients who recently contacted Client Services contact centers located in Chandler, AZ; Hopewell, NJ; and Jacksonville, FL.
“Merrill Lynch Wealth Management has earned our live phone channel certification which reflects their commitment to providing an outstanding customer experience over the phone,” said Mark Miller, contact center practice leader at J.D. Power. “Congratulations to Merrill Lynch Wealth Management for this outstanding achievement.”
“Our business is rooted in our commitment to our clients,” said Aditya Bhasin, chief information officer of Retail, Preferred and Global Wealth & Investment Management at Bank of America. “We work as an integrated team to deliver the best possible client experience, and this recognition demonstrates that our Client Services teammates are delivering quality service and support to our clients.”
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. In addition to the above evaluation criteria, the experience with the automated phone system is evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.
“As we help our clients achieve outcomes that are meaningful to them, nothing is more important than delivering a consistently excellent experience to every client,” said John Thiel, head of Merrill Lynch Wealth Management. “Thank you to J. D. Power for recognizing our people who work so hard to ensure that every interaction is a positive one.”
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 27 countries. Additional information is available at www.mhfi.com
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