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

Article comments powered by Disqus

Related Contact Center Solutions Articles

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
03/31/2015

Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
03/31/2015

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!