Recognized for Providing an Outstanding Customer Service Experience
WESTLAKE VILLAGE, Calif.: March 4, 2008 —Automatic Data Processing, Inc.’s (ADP) Comprehensive Outsourcing Services (COS) Employee Service Center has been recognized for customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.SM This distinction acknowledges a strong commitment from ADP’s service center operations to provide “An Outstanding Customer Service Experience.”
To become certified, the COS employee service center operations located in Des Moines, Iowa, and El Paso, Texas, successfully passed a detailed audit of their recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of COS employee service center customers who recently contacted its centers, which handle more than 500,000 telephone, e-mail or fax inquiries from customers per year.
“Service center representatives can make or break the customer service experience, and customers of the COS employee service center report particularly high ratings in this area,” said Gail Gross, senior director of certification programs at J.D. Power and Associates. “Representatives of the COS employee service center are viewed by callers as highly courteous, concerned, knowledgeable and informative in addressing problems or requests.”
For certification status, a center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The criteria used include evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
“ADP is an industry leader dedicated to providing world-class service for our clients,” said Regina Lee, president of ADP National Account Services. “Our COS Employee Service Centers are a reflection of this, with highly trained personnel and state-of-the-art technology to ensure that we are responsive to the needs of our clients’ employees. We are honored to receive this certification from J.D. Power and Associates, which recognizes our service commitment to our clients and their employees.”
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com.
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