Bank of America’s Merrill Edge Call Centers Recognized for Providing an Outstanding Customer Service Experience
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WESTLAKE VILLAGE, Calif.: 6 February 2012 — Merrill Edge has been recognized for customer service excellence under the J.D. Power and Associates Call Center Certification Program.SM The Call Center Certification Program distinction acknowledges a strong commitment by the company’s call centers to provide “An Outstanding Customer Service Experience.”
To become certified, the call center operations, located in Chandler, Ariz., Charlotte, N.C., Hopewell, N.J., Jacksonville, Fla., and Lincoln, R.I., successfully passed a detailed audit of more than 100 practices that encompass the call center’s customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates also conducted a random survey of Merrill Edge customers who recently contacted one of its call centers.
“Merrill Edge has demonstrated true dedication to their customers by earning our call center certification and is to be congratulated on this considerable achievement,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “According to our research, customers report that the courtesy, concern and knowledge displayed by Merrill Edge’s customer service representatives were differentiators in their experience.”
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ 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. Additionally, the experience with the automated phone system is 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.
“This designation acknowledges the strong commitment Merrill Edge has to providing customers with a positive and superior experience that exceeds their expectations,” said Alok Prasad, head of Merrill Edge. “We will continue to listen to our customers and make ongoing improvements to deliver outstanding service to them.”
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates 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. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
McGraw-Hill announced on September 12, 2011, its intention to separate into two public companies: McGraw-Hill Financial, a leading provider of content and analytics to global financial markets, and McGraw-Hill Education, a leading education company focused on digital learning and education services worldwide. McGraw-Hill Financial’s leading brands include Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Indices, Platts energy information services and J.D. Power and Associates. With sales of $6.2 billion in 2011, the Corporation has approximately 23,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.