Contractor Connection Contact Center Certified by J.D. Power
Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience
COSTA MESA, Calif.: 23 March 2017 — Contractor Connection® (a division of Crawford & Company) has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM
The Certified Contact Center Program distinction acknowledges a strong commitment by Contractor Connection contact center operations to provide “An Outstanding Customer Service Experience.”
- To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
- As part of its evaluation, J.D. Power conducted a random survey of Contractor Connection customers who recently contacted the company’s contact center in Jacksonville, Fla.
“The Contractor Connection team provides an outstanding customer experience and has earned certification in the live phone channel,” said Mark Miller, contact center practice leader at J.D. Power. “Our research shows that Contractor Connection particularly excels in promptness in speaking to their agents. Customers also cite strengths in the automated phone experience such as ease of navigation, clarity of the information provided and ease of understanding. This achievement clearly demonstrates Contractor Connection’s focus on providing their customers with an outstanding experience.”
“Contractor Connection takes tremendous pride in earning this distinguished certification from J.D. Power,” said Larry Thomas, chief executive officer of Crawford U.S. Services and Contractor Connection. “Customer satisfaction has always been the key driver to our success, and this honor demonstrates the commitment our contact center has made to delivering quality and timely results.”
For Certification Status:
- A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
- The research 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.
The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and Web self-service channel.
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