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News : Delta Customer Engagement Centers Get Contact Center Certification
Atlanta, GA, USA, Oct 9, 2015 -- Delta Air Lines´ (NYSE: DAL) said its reservations sales and service teams have been recognized for customer service excellence by the J.D. Power Certified Contact Center Program for the second year in a row.
The certification signifies that Delta´s Premium Sales and Service teams, which provide assistance to customers including SkyMiles Diamond, Platinum and Gold Medallion members, have attained the high benchmark established by J.D. Power for contact center customer service and operational performance.
To earn J.D. Power certification, centers must perform within the top 20 percent of customer service scores based on criteria that include a specialist´s courtesy, job knowledge and concern for the customer; promptness in answering customer calls; and a timely resolution of the customer´s request or problem. J.D. Power also evaluates the customer´s ease in navigating a company´s interactive voice response system; the clarity of information provided by the system; and the ease of understanding the phone menu instructions.
J.D. Power said its research indicated, "Customers calling the Delta Premium Sales and Service team rated them particularly well on the automated phone system, as well as on their representatives´ courtesy, knowledge and concern; timeliness of resolution; and promptness in speaking to the representative."
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 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, October 13, 2015