Swift Financial, a direct financial services company exclusively for small businesses, is the first to be recognized for call center customer satisfaction excellence in the small business banking industry under the J.D. Power and Associates Certified Call Center Program(SM). This distinction acknowledges a strong commitment by Swift Financial's call center operations to provide "An Outstanding Customer Service Experience."
"Customer ratings for call center representatives at Swift Financial are particularly high, which indicates the organization does well in equipping their representatives with the knowledge and skills necessary to efficiently handle customer inquiries," said Jonathan Brookner, director of the call center certification program at J.D. Power and Associates. "In addition to their representatives, who are an integral part of the call center experience, customers also give the Swift Financial call center high ratings for the timely resolution of problems and requests."
Located in Wilmington, Del., the Swift Financial call center operation handles more than 250,000 telephone calls annually from customers. To become certified, the call center operation successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Swift Financial customers who recently contacted its call centers.
For certification status, a call center must also perform within the top 20 percent of customer service scores, which is based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The criteria used include evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
"Swift Financial is proud to be the first call center in small business banking to receive this prestigious designation," said Ed Harycki, CEO of Swift Financial. "Hard-working small business owners deserve superior service and we're prepared to raise the bar in the industry."
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit http://www.jdpower.com/. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE:MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3 billion. Additional information is available at http://www.mcgraw-hill.com/.
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