Interaction with your company’s call center has a large impact on how customers perceive your brand. As customer needs become more complex and their expectations rise, it is increasingly important for your call center to deliver exceptional customer service and to understand where improvements could be made.
The Solution
The JD Power Certified Call Center ProgramSM sends a clear and unequivocal message to consumers that your company’s call center focuses on providing the highest levels of customer satisfaction. For call centers in service industries seeking to distinguish themselves in a highly competitive marketplace, certification provides a distinct advantage.
The Benefits
Participating companies will have access to annually updated benchmarks and certification criteria that are aligned with customer needs, allowing your company to set performance goals at levels currently demonstrated by some of the highest-performing call centers. Qualifying for the Certified Call Center Program provides your company with distinct and unique benefits that:
- Recognize call centers for providing an “Outstanding Customer Service Experience”
- Include certification from the most trusted name in customer satisfaction—JD Power
- Allow participating call centers to identify and focus on the critical areas that impact customer satisfaction
- Support call center initiatives for performance improvement and revenue enhancement
- Provide independent, third-party feedback derived from customers
- Provide a mechanism to measure the impact of operational changes and their effect on customer satisfaction
- Set performance standards at the highest levels to create and increase operational efficiencies
- Provide access to leading practices and strategies that are updated annually to reflect current best practices
- Offer unique networking events with other certified organizations and informational sessions exclusively reserved for JD Power client