Contact Center Solutions Featured Article

Center Partners Certified by J.D. Power and Associates for Call Center Program for Outsourcers

January 23, 2013

Center Partners, a provider of contact center services and solutions, has just earned a certification from J.D. Power and Associates in the Certified Call Center Program for Outsourcers.

Center Partners’ Financial Services practice earned this recognition by providing outstanding customer service experience to financial services industry callers, according to J.D. Power and Associates.

J.D. Power and Associates Certified Call Center Program for Outsourcers was launched in 2012. It evaluates call centers based on overall customer satisfaction. The program focuses on increasing efficiency and effectiveness by implementing and continually updating leading practices.

Center Partners successfully passed a detailed audit of over 100 practices. As part of its evaluation, J.D. Power and Associates also conducted a random survey of Center Partners customers who recently contacted its call centers in Colorado and Washington.

As per the criteria for certification, a call center must perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research.

In short, the call center certification is determined by the voice of the customer.

“Center Partners has earned this impressive achievement by providing an outstanding customer service experience to Financial Services industry callers and are to be congratulated for their accomplishment,” said J.D. Power and Associates.

Center Partners focuses on two core values: taking care of employees and serving customers. For each customer interaction, the company ensures that it provides a world-class customer experience and delivers what the client pays for.

“We are pleased to be a part of the J.D. Power standard for providing an outstanding customer experience,” said David Geiger, CEO for Center Partners, in a statement. “The J.D. Power program is consistent with our internal goals and aspirations, and, while we did work hard to meet the strict requirements, the program is right in line with the direction we’re taking our business.”

“Our employees absolutely enjoy being part of this experience,” Geiger continued. “They’re empowered and encouraged to provide solutions rather than merely achieve a metric. This focus on outcomes leads to happier employees, and far more satisfied client customers.”

A major part of Center Partners’ business derives from the Financial Services Industry. The company, however, now aims to earn similar J.D. Power and Associates certification in fields like Consumer Electronics, Insurance, and Wireless and Communication segments.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

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