Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience 

COSTA MESA, Calif.:  22 Sept. 2016 — Merrill Lynch Wealth Management has again 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 Merrill Lynch Wealth Management 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 Merrill Lynch Wealth Management customers who recently contacted the company’s contact center in Jacksonville, Fla., Pennington, N.J., and Chandler, Ariz.

“Congratulations to Merrill Lynch Wealth Management for earning their second consecutive certification for the live phone channel,” said Mark Miller, contact center practice leader at J.D. Power. “Our research shows that Merrill Lynch Wealth Management particularly excelled at the ‘courtesy of their representatives’ and the ‘timeliness of resolution,’ which are two key attributes of an outstanding customer experience.” 

“Our Client Services teammates are a dedicated, knowledgeable team of professionals who strive to deliver for our clients every day,” said Bill Pappas, consumer and wealth management operations executive at Bank of America. “We are committed to providing our clients with superior service and are honored to receive recognition for these efforts for the second year in a row.”

John Thiel, head of Merrill Lynch Wealth Management, echoed Pappas’ praise of the Client Services team.

“The Wealth Management Client Services team is a great illustration of our firm’s commitment to consistently excellent client service,” said Thiel. “We are very proud of their achievement, along with the outstanding work that our employees do for our clients every single day.”

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.

For more information on the Certified Contact Center Program, please visit

Media Relations Contacts

John Tews; J.D. Power; Troy, Mich.; 248-680-6218; [email protected]

Jumana Bauwens; Bank of America; Los Angeles; 213-345-9134;[email protected]

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Media Contacts:

John Tews

Troy, Michigan

(248) 680-6218