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News : Freeman Contact Center Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience
Dallas, TX, USA, July 27, 2016 -- Freeman, a global provider of brand experiences, is pleased to be recognized for Contact Center Operation Customer Service Excellence with its live phone channel under the J.D. Power Certified Contact Center Program SM.
The Certified Contact Center Program distinction acknowledges a strong commitment by Freeman's Customer Support Center operations to provide "an outstanding customer service experience." Freeman's contact center achieved certification for the live phone channel including interactive voice response (IVR) routing and customer service representative (CSR).
To earn certification, the contact center successfully passed a detailed audit of more than 100 practices that encompass its 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 Freeman customers who recently contacted its call center located in Grand Prairie, Texas.
According to J.D. Power, "Freeman's customer support center has shown a strong commitment to taking care of their customers in the live phone channel, which is reflected in their seventh consecutive certification, and we congratulate them again for delivering an outstanding customer experience."
"Our customer support teams make it personal and put the customer at the center of the equation, providing superior service that has resulted in this prestigious recognition for the seventh consecutive year," said Joe Popolo, CEO of Freeman. "Performance excellence is at the heart of everything we do and I could not be more proud of our team."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Involve Staff
More Editorial From Freeman
Recognized by Advertising Age as the world''s largest brand experience company, Freeman uses the power of integrated digital and live brand experiences to move markets, connect people, support growth and generate revenues for the world''s leading companies and associations. Freeman derives insights that help define program strategies, target key audiences, deliver meaningful messages and drive revenues and results. Through its expansive network of offices, talent and global partnerships,
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: Friday, July 29, 2016