Crawford Contractor Connection Contact Center Receives J.D. Power Certification
Atlanta, GA, USA, April 23, 2019 -- Contractor Connection(R), a division of Crawford & Company(R), and an independently managed network with general and specialty contractors servicing the insurance industry, has been recognized for the third consecutive year for providing "An Outstanding Customer Service Experience" for phone support under the J.D. Power 2018 Certified Customer Service Program.
"Contractor Connection is excited to again receive this distinguished certification from J.D. Power in recognizing the quality work of our customer contact center," said Larry Thomas, global president of Crawford Specialty Solutions. "Our mission is to restore and enhance lives, businesses and communities, and we accomplish that, in part, by ensuring our customers receive exceptional customer service from the moment they first begin discussing their needs with us through to the completion of their project."
The J.D. Power Certified Customer Service Program distinction acknowledges a strong commitment by the Contractor Connection team to provide "An Outstanding Customer Service Experience." To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass integration of Voice of the Customer and Voice of the Employee insights into business operations. In addition, as part of its evaluation, J.D. Power conducted a random survey of Contractor Connection customers. Receiving the certification requires the contact center to perform in the top 20 percent of resulting customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
"In 2018, we handled approximately 350,000 assignments and continually seek to exceed customer expectations on each assignment," said Lance Malcolm, U.S. president of Contractor Connection." The recognition from J.D. Power is a testament to the work and commitment of our contact center."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, April 25, 2019
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