News : Freeman Contact Center Recognized for Outstanding Customer Service Experience
Dallas, TX, USA, Sept. 3, 2015 -- Freeman has been recognized for contact center operation customer service excellence with its live phone channel for a sixth consecutive year under the J.D. Power Certified Contact Center ProgramSM. 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 become certified, 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 at Freeman's headquarters in Grand Prairie, Texas.
"Freeman's Customer Support Center has been certified for the sixth consecutive year for its live phone channel, and we congratulate them once again for delivering an outstanding customer experience," said Mark Miller, contact center practice leader at J.D. Power.
"Freeman employees care about our customers' success. The outstanding performance of our Customer Support Center represents our commitment to customer service," said Joe Popolo, CEO of Freeman. "To earn this certification for the sixth consecutive year is very gratifying. I am very proud of our team and the service culture they have helped to build for the benefit of our clients."
Posted by Veronica Silva Cusi, news correspondent
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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: Monday, September 7, 2015