News : Delta Air Lines Premium Sales and Service Receives the J.D. Power Certified Contact Center Distinction
Atlanta, GA, USA, Oct., 2017 -- Delta Air Lines (NYSE: DAL) Premium Sales and Service has achieved the J.D. Power Certified Contact Center distinction within the Live Phone channel.
"J.D. Power is one of the leading customer satisfaction research firms in the country and their distinguished Certified Contact Center program validates what our Delta Premium Sales and Service customers who contact us by phone tell us – we provide an outstanding customer experience," said Charisse Evans, Delta's Vice President – Reservation Sales and Customer Care.
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In order to be certified, the Delta Premium Sales and Service team had to pass an operational evaluation. The evaluation requires brands to have implemented a minimum of 32 out of 40 practices. These cross-industry best practices cover areas like voice-of-the-customer program management, recruiting, training, employee engagement and quality assurance.
Additionally, J.D. Power conducted a random survey of customers who contacted Delta's Customer Engagement Centers in Cincinnati, Hibbing/Iron Range, Minneapolis-St. Paul and Salt Lake City, which serve Delta's Diamond, Platinum and Gold SkyMiles Medallion customers. The minimum standard for Certification for Delta Premium Sales and Service call types was 871 out of 1,000.
"I am so proud of each and every one of you," said Evans in a recent memo to employees. "Each of you played a part in this year's certification [Premium Sales and Service], by personifying the values of Listen. Care. Connect. Thank you for everything that you do."
#contactcenterworld, @delta, @JDPower
Posted by Veronica Silva Cusi, news correspondent
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About Delta Air Lines:
Delta Air Lines, Inc. is a United States airline based and headquartered in Atlanta, Georgia. Delta operates an extensive domestic and international network, spanning North America, South America, Europe, Asia, Africa, the Middle East, the Caribbean, and Australia.
About J.D. Power:
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, October 10, 2017
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