For the third consecutive year, event production and marketing company Freeman has been recognized for superior call center customer service as part of the J.D. Power and Associates Call Center Certification Program, the company announced this month.For a recap of last week's top stories, check out MeetingNews Minute:
Launched by J.D. Power and Associates in 2004, the Call Center Certification Program evaluates overall customer satisfaction with call centers in various industries to help them increase their efficiency and effectiveness by establishing and continually updating best practices for handling service calls.
To achieve certification, Freeman's call center — located in Grand Prairie, Texas — successfully passed a detailed audit of more than 100 practices that evaluate customer satisfaction, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. It also received positive evaluations from randomly surveyed call center customers.
"Congratulations to Freeman for their third consecutive year of certification, which illustrates their commitment to delivering outstanding customer service to customers contacting them via phone," said Mark Miller, senior director at J.D. Power and Associates. "According to our research, their customers reported that Freeman's agents are very courteous and that it is quick and easy to get questions answered and issues resolved."
In order to be certified by J.D. Power and Associates, call centers must place within the top 20 percent of customer service scores, based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. According to Freeman, the evaluation criteria includes 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.
"We know that people like to do business with people they know and trust," said Freeman CEO Joe Popolo. "At Freeman, meeting our customers' needs is at the center of everything we do, which is why the exceptional service provided by our Customer Support Center is a critical component of our success. This third consecutive honor from J.D. Power and Associates firmly demonstrates our team's dedication to ensuring that we meet and exceed each of our customers' expectations by consistently providing extraordinary service."