WESTLAKE VILLAGE, Calif.: 23 January 2012 — MS LifeLines, sponsored by EMD Serono, Inc. and Pfizer Inc., has been recognized for call center customer satisfaction 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 MS Lifelines call center operations to provide “An Outstanding Customer Service Experience.”
To become certified, the call center operations 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 MS Lifelines customers who recently contacted its call center, located in Rockland, Mass.
“The MS Lifelines call center is to be congratulated on becoming certified, as this reflects its strong commitment to customer service,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “Our research indicates that MS Lifelines customers were impressed with the level of concern demonstrated during the call, which is particularly important when supporting patients diagnosed with serious medical conditions such as multiple sclerosis.”
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 customer’s 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.
“Receiving the J.D. Power and Associates Call Center Certification Program distinction demonstrates the dedication of the MS LifeLines call center specialists who are focused on customer service excellence,” said James Hoyes, president of EMD Serono, Inc. “We are honored that the MS LifeLines’ call center has earned the J.D. Power and Associates certification.”
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 forecasting, 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 2010, the Corporation has approximately 21,000 employees across more than 280 offices in 40 countries. Additional information is available at http://www.mcgraw-hill.com/.