For the fourth 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 Certified Call Center Program, the company announced this week.
Launched by J.D. Power and Associates in 2004, the Certified Call Center 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.
“Research shows that Freeman’s customers value the speed in which their calls are answered and how quickly their issues are addressed,” J.D. Power said in a statement. “This is very important for their business. Congratulations to Freeman’s Customer Support Center for being certified for the fourth consecutive year.”
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.
“One of the benefits of being employee-owned is that our employees are genuinely invested in our customers’ business and committed to their success,” said Freeman CEO Joe Popolo. “This fourth consecutive honor from J.D. Power demonstrates our Customer Support Center’s role in providing a critical connection to our customers and exceptional customer service at all levels. We are honored to again receive this important award and wish to thank our customers for trusting Freeman.”
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