J.D. Power Recognizes Bank of America Retirement Contact Centers for the 15th Consecutive Year
04 Settembre 2019 - 3:00PM
Business Wire
For the 15th consecutive year, the J.D. Power Certified Customer
Service ProgramSM has recognized Bank of America Retirement
Services and Benefits contact centers for contact center excellence
and their commitment to providing “An Outstanding Customer Service
Experience.”
J.D. Power recognized the bank for exceptional execution across
40 practices that encompass recruiting, training, management roles
and responsibilities, and quality assurance capabilities. As part
of the evaluation, J.D. Power conducted a random survey of Bank of
America Retirement Services clients who recently engaged with
contact center locations.
“Congratulations to the entire team at Bank of America
Retirement Services for providing an outstanding customer service
experience over the phone for the 15th consecutive year,” said Mark
Miller, practice leader, Customer Service Advisory at J.D. Power.
“Fifteen years is an amazing feat, and this year, our research
indicated strengths in each of the top five Customer Experience
attributes we measure. Customers rated them especially strong in
‘Representative Knowledge’ and ‘Timeliness of Resolution,’ which
are so important in their industry and help explain their
leadership position in this space.”
For certification status, a contact center must also perform
within the top 20 percent of customer service scores, which are
based on benchmarks established in J.D. Power’s cross-industry
customer satisfaction research. Evaluation criteria include:
- The customer service representatives’ courtesy, knowledge and
empathy for the customer.
- Promptness in speaking to a person.
- Timely resolution of the problem or request.
Additionally, the customers’ experience with the automated phone
system is evaluated based on the clarity of the information
provided, the ease of navigating the phone menu prompts, and the
ease of understanding the phone menu instructions.
“We are committed to delivering an outstanding service
experience, one connection at a time, to the millions of clients
who participate in our financial benefit plans,” said Merrilee
Matchett, Wealth Management Operations executive for Bank of
America. “Participation in this certification program provides us
an objective benchmark to measure how well we serve our clients, as
well as our opportunities to do better.”
“Being recognized by J.D. Power now for a decade and a half
reflects our continued commitment to helping plan participants
achieve financial wellness and their life goals,” said Lorna
Sabbia, head of Retirement and Personal Wealth Solutions for Bank
of America. “Consistently providing a high-quality service
experience allows us to strengthen our client relationships and
attract new ones.”
J.D. Power launched their Contact Center Certification Program
in 2004 to evaluate overall customer satisfaction with contact
centers and to help various industries’ contact centers increase
their efficiency and effectiveness by establishing and continually
updating leading practices for handling service calls.
Bank of America Bank of America is one of the world’s leading
financial institutions, serving individual consumers, small and
middle-market businesses and large corporations with a full range
of banking, investing, asset management and other financial and
risk management products and services. The company provides
unmatched convenience in the United States, serving approximately
66 million consumer and small business clients with approximately
4,300 retail financial centers, including approximately 2,200
lending centers, 2,400 financial centers with a Consumer Investment
Financial Solutions Advisor and 1,700 business centers;
approximately 16,600 ATMs; and award-winning digital banking with
more than 37 million active users, including approximately 28
million mobile users. Bank of America is a global leader in wealth
management, corporate and investment banking and trading across a
broad range of asset classes, serving corporations, governments,
institutions and individuals around the world. Bank of America
offers industry-leading support to approximately 3 million small
business owners through a suite of innovative, easy-to-use online
products and services. The company serves clients through
operations across the United States, its territories and
approximately 35 countries. Bank of America Corporation stock
(NYSE: BAC) is listed on the New York Stock Exchange.
For more Bank of America news, including dividend announcements
and other important information, visit the Bank of America
newsroom. Click here to register for news email alerts.
www.bankofamerica.com
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version on businesswire.com: https://www.businesswire.com/news/home/20190904005316/en/
Reporters May Contact: Mark T. Pipitone, Bank of America,
1.980.387.4907 mark.pipitone@bofa.com
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