Contact Center Solutions Featured Article

J.D. Power and Associates Recognizes TomTom for Call Center Excellence

January 09, 2008

Portable navigation solutions provider TomTom has been recognized by J.D. Power and Associates for providing superior customer service through its call center operations. It is reportedly the first company working in the portable navigation device space to receive this distinction.

The J.D. Power and Associates Certified Call Center Program recognizes companies for their call center customer satisfaction excellence. According to a press release, TomTom actually surpassed the rigorous standards of the certification process, exhibiting a solid commitment to customer satisfaction.

"We are very pleased to be recognized as a leader in customer satisfaction with this prestigious award," said Jocelyn Vigreux, president of TomTom Inc., in the press release. "The certification of our call center by J.D. Power and Associates underscores the exceptional level of service and care we give our customers, and affirms the success we've had in making the TomTom customer experience as positive as it can be."

TomTom reportedly handled more than 600,000 telephone, e-mail and fax interactions in 2007 from its call centers in Concord, Ma. and Watertown, N.Y. It received the recognition after successfully passing a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, as well as its quality assurance capabilities. In addition, J.D. Power and Associates conducted a random survey of TomTom customers who recently used its call center services, plus, the agents were evaluated based on courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.

TomTom, which claims to be the largest manufacturer of portable navigation devices, made news on ContactCenterSolutions in December when it announced that is was partnering with Google Maps to enable its customers to search for business addresses on the Google Maps website and transfer the results to TomTom devices. TomTom says this new feature emphasizes its commitment in providing innovative products to its customers.

TomTom's products include all-in-one navigation devices which enable customers to navigate right out of the box. It also provides navigation software products that integrate with third party devices -- the TomTom NAVIGATOR software for PDAs and smartphones. For more information, visit


Patrick Barnard is Assignment Editor for ContactCenterSolutions and Associate Editor for Customer Interaction Solutions magazine. To see more of his articles, please visit Patrick Barnard’s columnist page.

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