Contact Center Solutions Featured Article

GES National Servicenter Achieves J.D. Power Certification for a Sixth Year in a Row

June 06, 2014

For the sixth consecutive year, event marketing company Global Experience Specialists (GES) National Servicenter® has been recognized for call center customer satisfaction excellence, under the J.D. Power Certified Contact Center Program.

GES contact center operations were cited as providing, "An Outstanding Customer Service Experience.” In order to be certified, the GES National Servicenter passed a detailed audit of more than 100 practices, comprising:

  • Recruiting
  • Training
  • Employee incentives
  • Management roles and responsibilities
  • Quality assurance capabilities.

GES senior vice president of customer service, Chris Elam said: "GES is honored to achieve J.D. Power certification for a sixth year in a row." "This achievement is a clear indication that a commitment to superior customer service is deeply ingrained in our culture. Our employees are the focal point of achieving these milestones and, therefore, I extend my sincere appreciation to the National Servicenter team on this well-deserved certification."

It should be noted that a contact-center, for certification status, 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.

The evaluation criteria include customer service representative courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.

According to J.D. Power, "GES is to be congratulated for earning their sixth consecutive certification, which demonstrates their dedication to providing an outstanding customer experience. 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."

Launched by J.D. Power in 2004, the Certified Contact Center Program evaluates overall customer satisfaction with contact centers and helps contact centers in various industries increase their efficiency and effectiveness.

Edited by Peter Bernstein