Global Experience Specialists (GES), a global, full-service provider for live events, announced that the GES National Servicenter has been recognized by J.D.
Power for contact center operation customer satisfaction excellence with its live phone channel for a seventh consecutive year under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by GES’ National Servicenter operations to provide “An Outstanding Customer Service Experience.” GES achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service representative (CSR).
“GES is honored to achieve J.D. Power certification for a seventh year in a row,” said GES senior vice president of customer service, Chris Elam. “As a global, full-service provider for live events, we are committed to making it easy for our clients to do business with us. This achievement demonstrates our dedication to superior customer service. It’s deeply ingrained in our culture, and our employees are the focal point of achieving these outstanding results. I extend my sincere appreciation to the National Servicenter team on this well-deserved certification.”
To become certified, the GES National Servicenter successfully passed a detailed audit of more than 100 practices that encompass its 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 National Servicenter in Las Vegas.
According to J.D. Power, “GES has demonstrated their commitment to their customers’ satisfaction once again by earning their seventh consecutive live phone channel certification. Congratulations to the entire customer care team at the GES National Servicenter for this outstanding accomplishment.”
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. Power’s cross-industry customer satisfaction research. The evaluation 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. 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.