DALLAS — October 4, 2018 — Freeman — the world’s leading brand experience company — is pleased to have its customer support center recognized by J.D. Power for providing “An Outstanding Customer Service Experience” for the live phone channel under the J.D. Power Certified Contact Center Program ℠. The Certified Contact Center Program acknowledges a strong commitment by the Freeman Customer Support Center operations to providing “An Outstanding Customer Experience.” The Freeman contact center achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service performance.
As part of its evaluation, J.D. Power conducted a random survey of Freeman customers who recently contacted its call center located in Grand Prairie, TX. The center is staffed six days a week, covering business hours coast to coast. Freeman documents all communications, so management can model support and processes around the company’s clients’ needs.
“Freeman is committed to their customers and it shows in the extremely high level of customer satisfaction attained over such a long period of time,” said Mark Miller, practice leader, customer service solutions, J.D. Power. “We congratulate them on this significant achievement.”
In order to earn certification, the contact center successfully passed a detailed audit of practices that encompass its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. The contact center must also exceed a national benchmark for customer survey satisfaction, as established through J.D. Power's cross-industry customer satisfaction research.
“Having earned this prestigious honor for the ninth consecutive year is an amazing accomplishment for our Customer Support Center,” said Albert Chew, COO, Freeman. “Meeting our customers’ needs is at the center of everything we do and further demonstrates our team’s dedication to ensuring that we meet and exceed each of our customer’s expectations.”
For more information on the Certified Contact Center Program, please visit http://www.jdpower.com/business/solutions/certified-contact-center-program