Charlotte, NC, USA, Sept, 2019 -- For the 15th consecutive year, the J.D. Power Certified Customer Service Program has recognized Bank of America Retirement Services and Benefits contact centers for contact center excellence and their commitment to providing "An Outstanding Customer Service Experience."
J.D. Power recognized the bank for exceptional execution across 40 practices that encompass recruiting, training, management roles and responsibilities, and quality assurance capabilities. As part of the evaluation, J.D. Power conducted a random survey of Bank of America Retirement Services clients who recently engaged with contact center locations.
"Congratulations to the entire team at Bank of America Retirement Services for providing an outstanding customer service experience over the phone for the 15th consecutive year," said Mark Miller, practice leader, Customer Service Advisory at J.D. Power. "Fifteen years is an amazing feat, and this year, our research indicated strengths in each of the top five Customer Experience attributes we measure. Customers rated them especially strong in ‘Representative Knowledge’ and ‘Timeliness of Resolution,’ which are so important in their industry and help explain their leadership position in this space."
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. Evaluation criteria include:
The customer service representatives’ courtesy, knowledge and empathy for the customer.
Promptness in speaking to a person.
Timely resolution of the problem or request.
Additionally, the customers’ experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts, and the ease of understanding the phone menu instructions.
"We are committed to delivering an outstanding service experience, one connection at a time, to the millions of clients who participate in our financial benefit plans," said Merrilee Matchett, Wealth Management Operations executive for Bank of America. "Participation in this certification program provides us an objective benchmark to measure how well we serve our clients, as well as our opportunities to do better."
"Being recognized by J.D. Power now for a decade and a half reflects our continued commitment to helping plan participants achieve financial wellness and their life goals," said Lorna Sabbia, head of Retirement and Personal Wealth Solutions for Bank of America. "Consistently providing a high-quality service experience allows us to strengthen our client relationships and attract new ones."
Posted by Veronica Silva Cusi, news correspondent
About Bank of America:
Former Bank of America NT&SA (and its parent, BankAmerica Corporation) (NYSE: BAC), founded and originally headquartered in San Francisco, California, is now headquartered in Charlotte, North Carolina, following the 1998 takeover by the North Carolina-based former NationsBank. The resulting merged bank is now known as Bank of America, NA (and its parent, Bank of America Corporation.) The 2008 takeover of Merrill Lynch completed the transformation of this bank comprehensively to being one of the largest banks in the United States.
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: Friday, September 6, 2019
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