IEI Financial Services Earns J.D. Power and Associates Call Center Certification

IEI Financial Services today joined a distinguished group of 29 companies serving North America that have passed the rigorous test to be recognized by J.D. Power & Associates for its Call Center Customer Satisfaction Certification.

For call centers seeking to distinguish themselves in this competitive market, the J.D. Power and Associates Call Center Certification program “…sends a clear message that IEI is process-oriented, professionally managed, and focused on providing the highest levels of customer satisfaction.”

IEI Financial Services’ call center handles 825,000 telephone, e-mail and fax inquiries from customers per year. As part of its evaluation, J.D. Power & Associates conducted a random survey of IEI Financial Services’ customers who recently contacted its call centers.

For certification status, a call center must also perform within the top 20 percent of customer service, which is 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. The Call Center Certification Program allows companies, such as IEI, to identify and focus on critical areas of customer satisfaction by utilizing best practices that are aligned with customer needs. The program also provides an advantage for IEI in marketing and promoting their efforts to improve customer satisfaction, thereby attracting more clients.

Eligible call centers, such as IEI, are measured for effectiveness in the following areas: quality assurance, performance standards, management responsibilities, and recruiting and training of employees.

J.D. Power & Associates’ awards are based solely on responses from consumers and business-to-business customers who have used the products and services being rated. Award rankings are in no way influenced by the opinion of the firm or its staff.

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