DALLAS, Texas (August 26, 2015) – Freeman has been recognized for contact center operation customer service excellence with its live phone channel for a sixth consecutive year under the J.D. Power Certified Contact Center ProgramSM. The Certified Contact Center Program distinction acknowledges a strong commitment by Freeman’s Customer Support Center operations to provide “an outstanding customer service experience.” Freeman’s contact center achieved certification for the live phone channel including interactive voice response (IVR) routing and customer service representative (CSR).
To become certified, the contact center successfully passed a detailed audit of more than 100 practices that encompass its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power conducted a random survey of Freeman customers who recently contacted its call center located at Freeman’s headquarters in Grand Prairie, Texas.
“Freeman’s Customer Support Center has been certified for the sixth consecutive year for its live phone channel, and we congratulate them once again for delivering an outstanding customer experience,” said Mark Miller, contact center practice leader at J.D. Power.
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The evaluation criteria include 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.
“Freeman employees care about our customers’ success. The outstanding performance of our Customer Support Center represents our commitment to customer service,” said Joe Popolo, CEO of Freeman. “To earn this certification for the sixth consecutive year is very gratifying. I am very proud of our team and the service culture they have helped to build for the benefit of our clients.” Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with Live Phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.
For more information on the Certified Contact Center Program, please visit JDPower.com.
Recognized by Advertising Age as one of the world’s largest brand experience companies, Freeman uses the power of integrated digital and live brand experiences to move markets, connect people, support growth and generate revenues for the world’s leading organizations. A design-driven company, Freeman generates insights that define program strategies, target audiences and deliver messages that generate meaningful results. Through its expansive global network of offices, talent and partnerships, Freeman has the reach and access that is unmatched in the industry. A family- and employee-owned company, Freeman is known for its 89-year history of stability, strength and customer service achievements. Freeman is a values-driven company with a strong and purpose-built culture that is dedicated to connecting people in meaningful ways. This is accomplished through a process of continuous innovation and improvement. Freeman produces more than 4,300 expositions annually and 11,000 other events worldwide. Freeman has been awarded seven consecutive J.D. Power awards for the excellence of its Customer Call Center. For more information, visit www.freeman.com.