Addison-based Credit Solutions recognized for excellence by J.D. Power and Associates

by PegNews wire

ADDISON — Credit Solutions call center operations has exhibited a strong commitment to providing "An Outstanding Customer Service Experience" as recognized under the J.D. Power and Associates Certified Call Center Program. The Credit Solutions call center operations in Dallas, Texas, handled more than 1 million telephone, e-mail and fax inquiries from customers in 2006. To become certified, the call center operations 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 Credit Solutions' customers who recently contacted its call centers.

"Meeting the needs of customers is critical in running a successful call center operation, and feedback from Credit Solutions' customers is clear evidence of the company's commitment to providing a satisfying call center experience," said Jonathan Brookner, director of the call center certification program at J.D. Power and Associates.

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.

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.

"We are proud to be honored with this significant certification of 'An Outstanding Customer Service Experience' that recognizes our top priority of customer service," said Matt Reivitt, CEO of Credit Solutions. "As Americans become more engaged in their financial well being, our growing aspiration is to consistently respond to our customers' concerns informatively, promptly, effectively and with compassion. At Credit Solutions, it is our goal to guide our customers to a more secure and successful financial future. Superior customer service must and will lead the way."

Source: J.D. Power & Assoc.