Freeman, a provider of integrated marketing solutions for live engagements, announced that its Customer Support Center has been recognized for call center customer service excellence for the fourth consecutive year under the J.D. Power Certified Call Center Program.
To achieve certification, Freeman’s call center successfully passed a detailed audit of more than 100 practices that evaluate customer satisfaction, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power also conducted a random survey of Freeman Customer Support Center customers who recently contacted its call center, headquartered in Grand Prairie, Texas.
According to J.D. Power, “Research shows that Freeman’s customers value the speed in which their calls are answered and how quickly their issues are addressed. This is very important for their business. Congratulations to Freeman’s Customer Support Center for being certified for the fourth consecutive year.”
For certification status, a call center must 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 includes 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, automated phone systems are 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.
“One of the benefits of being employee-owned is that our employees are genuinely invested in our customers’ business and committed to their success,” said Joe Popolo, CEO, Freeman. “This fourth consecutive honor from J.D. Power demonstrates our Customer Support Center’s role in providing a critical connection to our customers and exceptional customer service at all levels. We are honored to again receive this important award and wish to thank our customers for trusting Freeman.”
Launched by J.D. Power in 2004, the Certified Call Center Program evaluates 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.