Geneva, IL, Aug. 29, 2008 — For the second consecutive year, Nicor Services’ call center has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.
Nicor Services’ call center handles more than one million inbound transactions each year including calls, e-mails, and web transactions. To attain certification, the call center passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.
As part of its evaluation, J.D. Power and Associates also conducted a random survey of recent call center customers. A call center must perform within the top 20 percent of customer service, based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The criteria used included an 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.
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