WESTLAKE VILLAGE, Calif.: 28 May 2013 — EMD Serono has been recognized for call center operation customer satisfaction excellence under the J.D. Power & Associates Certified Call Center ProgramSM. The Certified Call Center Program distinction acknowledges a strong commitment by EMD Serono's service call center operations to provide "An Outstanding Customer Service Experience."
To become certified, the call 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 & Associates conducted a random survey of EMD Serono customers who recently contacted its call centers in Rockland, Mass.
"EMD Serono MS LifeLines has shown a commitment to providing outstanding customer service, and are to be congratulated for earning their second consecutive certification," said Mark Miller, senior director, J.D. Power & Associates. "Our research indicated that in particular, customers were very pleased with the level of courtesy and concern provided by the EMD Serono MS LifeLines Representatives which is so critical when helping people cope with health-related issues."
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 & 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.
"We are honored to receive J.D. Power & Associates Call Center Certification program recognition for the MS LifeLines call center for a second straight year," said James Hoyes, president of EMD Serono, Inc. "We are proud to provide support to the MS community through MS LifeLines and are pleased that the customer service excellence provided by our call center specialists continues to be recognized."
"The MS LifeLines' call center is central in our being able to provide individualized support and resources to the MS community, which also include our Nurse Support Network, MS LifeLines Ambassadors and patient education programs," said Liz Barrett, president, North America, Pfizer Specialty Care. "We look forward to continuing our commitment to excellence in the services we provide to the MS community."
The Call Center Certification Program was launched by J.D. Power & 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.
For more information on the Contact Center Certification Program, please visit JDPower.com.
About J.D. Power & Associates
Headquartered in Westlake Village, Calif., J.D. Power & 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 & Associates is a business unit of McGraw-Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is a leader in credit ratings, benchmarks and analytics for the global capital and commodity markets. Iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power & Associates, McGraw Hill Construction and Aviation Week. 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]
Erin-Marie Beals; EMD Serono, Inc.; Rockland, Mass.; (781) 681-2850; [email protected]
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No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power & Associates. www.jdpower.com/corporate
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