1-800 CONTACTS Achieves Recognition From J.D. Power and Associates for Call Center Service Excellence
16 Mayo 2007 - 12:00PM
PR Newswire (US)
Attains Highest Overall Satisfaction Score Ever Recorded DRAPER,
Utah, May 16 /PRNewswire-FirstCall/ -- J.D. Power and Associates
has recognized 1-800 CONTACTS as a certified call center after
recording the highest customer service rating ever achieved in the
history of their call center certification program. (Logo:
http://www.newscom.com/cgi-bin/prnh/20040107/LACONTACTSLOGO) J.D.
Power notified 1-800 CONTACTS, INC. (NASDAQ:CTAC) of the results in
a five-page report based on evaluations with more than 400 callers
between March 6 and 29. According to J.D. Power and Associates,
survey results show 1-800 CONTACTS' overall satisfaction index
score far exceeded the passing score necessary for certification.
In fact, it was the highest index score achieved in the history of
the call center certification program. 1-800 CONTACTS recently
participated in the survey to obtain feedback from the
certification process and to gauge itself with respect to other
call centers throughout the country. J.D. Power and Associates is
known worldwide for its customer satisfaction research in the
automotive industry but conducts rigorous certification programs
across many businesses -- from automotive and finance to retailing
and healthcare. In the process, the opinions of millions of
consumers and companies are researched. According to J.D. Power all
of its marketing research results are based solely on responses
from consumers and business-to-business customers who have used the
products and services. Award rankings are in no way influenced by
the opinion of the firm or its staff. The backbone of 1-800
CONTACTS' operation is its 320-person call center, half of which
work at home. These highly motivated team members are a key reason
why the company has been selected for the Utah Governor's
prestigious Work/Life Award for four consecutive years (2003-2007)
and by Utah Business magazine as "The Best Company to Work For"
three consecutive years in a row. 1-800 CONTACTS has one of the
lowest turnover rates in the call center industry and is a model
for the best way to reward and retain top employees. Jonathan Coon,
Chief Executive Officer, said, "We are honored and proud of this
accomplishment. Like many service companies across the country,
we've made customer service a priority. While it has become
commonplace in corporate America to say that customer service is
important, at 1-800 CONTACTS this has been a fundamental focus
since our founding in 1995. It is especially satisfying to achieve
the score we did given the stable of quality call centers in the
J.D. Power and Associates certification program." The report cited
three specific areas that drove overall results: 1) the strength of
its Customer Service Representatives; 2) General Call Center
Operations; and 3) Problem Resolution. 1. Customer Service
Representatives. Surveyed callers expressed significantly high
satisfaction with representatives who answered the phones at 1-800
CONTACTS. The report specifically cited representatives' courtesy,
knowledge, concern, and usefulness of information as key drivers of
caller satisfaction. 2. General Call Center Operations. Scores in
this category for the company were well within the outstanding
range. The report made specific mention of the company's "live
agent" policy. According to J.D. Power and Associates, 1-800
CONTACTS is novel among certified centers in that callers are
offered direct access to an agent; they do not have to go through
an automated telephone system in order to reach live assistance. It
is somewhat of an understatement, according to J.D. Power and
Associates, to say 1-800 CONTACTS' customers are very satisfied
with this. 3. Problem Resolution. The report cited the much lower
percentage of customers calling to resolve a problem versus other
call centers in the survey. Further, the report mentioned the much
higher percentage of issues which were resolved during the
customers' call. According to J.D. Power and Associates, survey
results clearly show why 1-800 CONTACTS has achieved the highest
index score in the Call Center Certification program to date -- the
company is focused on providing excellent customer service through
immediately available, courteous, concerned and informed
representatives, all within convenient operating hours. Mr. Coon
continued, "1-800 CONTACTS' call center employs the latest
technology, but takes an old fashioned approach to customer service
-- maintaining long standing traditions like answering calls with
live people and sending customers hand-written apology notes when
an order is delayed or the Company makes a mistake." About 1-800
CONTACTS, INC. 1-800 CONTACTS offers consumers an attractive
alternative for obtaining replacement contact lenses in terms of
convenience, price and speed of delivery. Through its
easy-to-remember, toll-free telephone number, "1-800 CONTACTS"
(1-800-266-8228), and its Internet web site,
http://www.1800contacts.com/, the Company sells all of the popular
brands of contact lenses. 1-800 CONTACTS offers products at
competitive prices, while delivering a high level of customer
service. The Company has delivered more than 15 million orders to
over 5 million customers. About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and
Associates is an ISO 9001-registered 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.
http://www.newscom.com/cgi-bin/prnh/20040107/LACONTACTSLOGO
http://photoarchive.ap.org/ DATASOURCE: 1-800 CONTACTS, INC.
CONTACT: Kevin McCallum, Corporate Spokesperson of 1-800 CONTACTS,
INC., +1-801-924-9800, Web site: http://www.1800contacts.com/
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