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News : Associated Bank Contact Centers Certified by J.D. Power
Green Bay, WI, USA, Feb. 1, 2016 -- Associated Bank's contact center operations have been recognized for customer service excellence in its live phone channel under the J.D. Power 2015 Certified Contact Center Program.
The Certified Contact Center Program distinction acknowledges a strong commitment by Associated Bank's contact center operations to provide "An Outstanding Customer Service Experience."
To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their 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 Associated Bank customers who recently contacted its contact centers in Green Bay, Wis., and Stevens Point, Wis.
"We welcome Associated Bank into the family of certified organizations that put a premium on providing great service to their customers, and we congratulate them for earning Certified Contact Center status," according to J.D. Power. "This certification is difficult to achieve, and it shows that Associated Bank is committed to providing an outstanding customer experience through the live phone channel."
"This certification represents the outstanding work of our customer care team," said Philip B. Flynn, Associated president and CEO. "At the same time, it is evidence of our ongoing, organization-wide efforts to ensure quality customer experiences. This is a cornerstone of our values and identity."
For Certification Status:
A contact center must also perform within the top 20% 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 representatives' courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
The experience with the automated phone system is evaluated based on the clarity of the information provided; ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.
Posted by Veronica Silva Cusi, news correspondent
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About Associated Bank Corp.:
Associated Banc-Corp (NYSE: ASB) has total assets of $27 billion and is one of the top 50, publicly traded, U.S. bank holding companies. Headquartered in Green Bay, Wisconsin, Associated is a leading Midwest banking franchise, offering a full range of financial products and services from over 200 banking locations serving more than 100 communities throughout Wisconsin, Illinois and Minnesota, and commercial financial services in Indiana, Michigan, Missouri, Ohio and Texas. Associated Bank, N.A. is an Equal Housing Lender, Equal Opportunity Lender and Member FDIC.
About J.D. Power and Associates:
Established in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm's services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends.
Published: Tuesday, February 2, 2016