News : Publicis Health’s Contact Center Achieves J.D. Power Certification
Yardley, PA, USA, March, 2018 -- Publicis Health announced that PHrequency, a full-service contact center, was awarded J.D. Power certification in January 2018 by providing "An Outstanding Customer Service Experience" as an Outsourcer for the Pharmaceutical live phone channel. J.D. Power’s rigorous assessment process grants certification only to organizations dedicated to the highest level of customer satisfaction.
Publicis Health’s contact center, PHrequency, is a dedicated, healthcare-focused, integrated contact center offering engagement resources for both clinical and patient stakeholders. "J.D. Power certification is a prestigious recognition and achieving certification is a tribute to PHrequency’s diverse cross-section of individuals who embody Publicis Health’s client-centric culture, energy, and extensive life sciences industry experience," said Andrew Adams, President, Publicis Health Solutions, the commercialization division of Publicis Health.
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To achieve J.D. Power Certified Contact Center ProgramSM status, PHrequency successfully passed an extensive audit and exceeded a national benchmark for customer satisfaction on a survey of customers. PHrequency customers evaluated the contact center’s performance on factors including customer service representative performance, concern resolution, IVR experience, level of compassion, and overall satisfaction with customer service.
"We are proud of PHrequency’s ability to continuously exceed in quality as we experience unprecedented growth. Our contact center reaches thousands of healthcare providers and patients through many different programs across multiple disease state categories," said Adams. "We are proud to be the partner of choice for a variety of life sciences clients and we are ultimately most of proud of our people, PHrequency’s true competitive advantage."
Posted by Veronica Silva Cusi, news correspondent
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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: Monday, March 5, 2018
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