For its sixth consecutive year, Global Experience Specialists (GES), announced that the GES National Servicenter has been recognized for call center customer satisfaction excellence under the J.D. Power Certified Contact Center Program.
GES, a leader in exhibition, event and entertainment experiences, has committed to maintain an outstanding customer service experience by GES call center operations. Evaluation criteria for the honor 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.
“GES is honored to achieve J.D. Power certification for a sixth year in a row,” said GES senior vice president of customer service, Chris Elam. “This achievement is a clear indication that a commitment to superior customer service is deeply ingrained in our culture.”
To become certified, the GES National Servicenter successfully passed a detailed audit of more than 100 practices that encompass recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities.
As part of its evaluation, J.D. Power conducted a random survey of GES customers who recently contacted its center in Las Vegas.
“GES is to be congratulated for earning their sixth consecutive certification, which demonstrates their dedication to providing an outstanding customer experience,” said J.D. Power. “Research shows a very strong IVR routing experience and their customers reported that the agent experience was very solid, highlighted by their agents’ knowledge and concern.”
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Powers’ cross-industry customer satisfaction research.
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.
The Certified Contact Center Program was launched by J.D. Power in 2004 to evaluate overall customer satisfaction with contact centers and to help contact centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.