Call Center Business Featured Article

Center Partners Now a Part of J.D. Power Standard

Center Partners, is a company that focuses in offering customer interaction solutions through inbound, outbound chat, and social media channels. The company’s Financial Services practice recently achieved certification from J.D. Power and Associates in the Certified Call Center Program for Outsourcers.

Center Partners, is a company that focuses in offering customer interaction solutions through inbound, outbound chat, and social media channels. Its Financial Services practice recently achieved certification from J.D. Power and Associates in the Certified Call Center Program for Outsourcers, which will change the way call centers evaluate its overall customer satisfaction.

J.D. Power and Associates, a global marketing information services company launched the Call Center Certification Program almost a decade ago, and 2012 marked the first year for the Certified Call Center Program for Outsourcers. The program evaluates overall customer satisfaction with call centers.

 “We are pleased to be a part of the J.D. Power standard for providing an outstanding customer experience,” David Geiger, chief executive officer for Center Partners said in a statement.

“The J.D. Power program is consistent with our internal goals and aspirations, and, while we did work hard to meet the strict requirements, the program is right in line with the direction we’re taking our business,” Geiger added.

The certification is all about testing the way employees and customers are taken handled. To become certified, Center Partners successfully passed a detailed audit of over hundred practices. As part of its evaluation, J.D. Power and Associates also conducted a random survey of Center Partners customers. The certification is determined by the voice of the customer.

“The work we do in the Financial Services industry represents a significant portion of our business, and with this accomplishment we look forward to earning certification with J.D. Power and Associates in our Consumer Electronics, Insurance, and Wireless and Communication segments,” said Andrew Miller, Vice President of Operations, Center Partners.

Mark Brooks (News - Alert), process manager for Center Partners, emphasized that the preparation for certification is continual, and said that every employee from contact center representatives to CEO played a role in this success.

“Center Partners has earned this impressive achievement by providing an outstanding customer service experience to Financial Services industry callers and are to be congratulated for their accomplishment,” J.D. Power and Associates official noted.

Edited by Ashley Caputo