Freeman, a provider of brand experiences, has been recognized for Contact Center Operation Customer Service Excellence with its live phone channel for a seventh consecutive year under the J.D. Power Certified Contact Center Program. 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 be certified, the contact center passed a detailed audit of more than 100 practices, including its recruiting, training, employee incentives, management, and quality assurance. As part of its evaluation, J.D. Power conducted surveyed Freeman customers who recently contacted its call center in Grand Prairie, Texas.
According to J.D. Power, "Freeman's customer support center has shown a strong commitment to taking care of their customers in the live phone channel, which is reflected in their seventh consecutive certification, and we congratulate them again for delivering an outstanding customer experience."
For certification, contact centers must also perform within the top 20 percent of customer service scores based on benchmarks set by J.D. Power. The evaluation criteria include customer service representatives' courtesy, knowledge and concern for customers, promptness, and timely resolution of problems or requests. Additionally, the experience with the automated phone system is evaluated for clarity of the information provided, ease of navigating menu prompts, and ease of understanding the menu instructions.
"Our customer support teams make it personal and put the customer at the center of the equation, providing superior service that has resulted in this prestigious recognition for the seventh consecutive year," said Joe Popolo, CEO of Freeman, in a statement. "Performance excellence is at the heart of everything we do, and I could not be more proud of our team."