WESTLAKE VILLAGE, Calif.: 15 January 2014 — Nicor Home Solutions, the Illinois-based affiliate of Pivotal Home Solutions, has been recognized for call center operation customer satisfaction excellence for a seventh consecutive year under the J.D. Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Nicor Home Solutions call center operations to provide "An Outstanding Customer Service Experience."
To become certified, the call center 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 Nicor Home Solutions customers who recently contacted its call center in Naperville, Ill.
"Congratulations to the team at Nicor Home Solutions for earning our certification for the seventh consecutive year," said Mark Miller, senior director at J.D. Power. "This is a significant achievement and demonstrates Nicor Home Solutions' commitment to providing an outstanding customer 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'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. 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.
"We recognize the importance of this certification as it highlights our commitment to not only provide our customers with the right home protection solutions to fit their lifestyle and budget, but also ensure that they receive an exceptional customer experience each and every time they engage with our team," said Robin Boren, president of Pivotal Home Solutions.
The Certified Call Center Program was launched by J.D. Power 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.
For more information on the Certified Call Center Program, please visit JDPower.com.
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, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com
Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]
Annette Martinez; Pivotal Home Solutions; Naperville, Ill.; 630-388-2781; [email protected]
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