Discover Receives Top Award for Using Customer Feedback to Enhance Service Performance
23 Agosto 2010 - 3:07PM
Business Wire
Discover has been named by the International Quality &
Productivity Center (IQPC) as the winner of the “Best Performance
Leveraging Customer Service Feedback” category in the 2010 Call
Center Excellence Awards.
The annual awards honor and promote the most innovative call
center solutions and individuals across all major industries. IQPC
received more than 150 applications for this year’s awards.
The Best Performance Leveraging Customer Feedback category, a
new award this year, recognizes programs that best capture
customers’ comments and transform feedback into action, as well as
link customer metrics to financial results. Discover also received
an honorable mention for both “Best in Class Call Center” and
“Greatest Job Creating a Culture that Inspires World-Class
Excellence.”
“Providing a high level of customer service is part of
Discover's DNA. We commit ourselves every day to making sure our
cardmembers get their needs met on their first call,” said Carlos
Minetti, president of consumer banking and operations at Discover.
“These awards recognize our commitment to understand the voice of
the customer and generate meaningful service improvements.”
Discover’s service delivery excellence program focuses on
customers. Employees at all levels, including the chief executive
officer, attend call-listening sessions to hear recorded playback
of actual customer service calls. The sessions, totaling nearly
8,000 hours annually, include questions and commentary from
attendees, and a discussion of the key aspects of the calls.
The company’s broad customer survey program includes a
proprietary analytical tool used to assess the impact of customer
feedback on behavior. Discover representatives also have a process
for calling back customers who don’t register high satisfaction
scores to hear more about their concerns.
Customer advocacy is a priority for Discover’s call center
representatives, who work hard to resolve customer issues in one
phone call.
Winners of the IQPC awards are selected by a panel of call
center experts who look for superior thinking, creativity, and
execution across all call center functions. IQPC received a record
number of award submissions this year.
Discover pioneered 24-hour live customer service, cash rewards
and no annual fee when it launched the Discover card in 1986 and
has built a reputation for excellent customer service, including
finishing #1 in the Brand Keys Customer Loyalty Engagement Index of
major card companies for 13 consecutive years.
About Discover
Discover Financial Services (NYSE: DFS) is a direct banking and
payment services company with one of the most recognized brands in
U.S. financial services. Since its inception in 1986, the company
has become one of the largest card issuers in the United States.
The company operates the Discover card, America's cash rewards
pioneer, and offers personal and student loans, online savings
accounts, certificates of deposit and money market accounts through
its Discover Bank subsidiary. Its payment businesses consist of
Discover Network, with millions of merchant and cash access
locations; PULSE, one of the nation's leading ATM/debit networks;
and Diners Club International, a global payments network with
acceptance in more than 185 countries and territories. For more
information, visit www.discoverfinancial.com.
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