Here’s yet more proof that you can buy all the fancy technology you want, but your agents are what really make the difference in your call center:
BPO provider Affiliated Computer Services Inc. announced on Monday that is Cary, North Carolina, call center - which handles millions of telephone, e-mail, and live online customer interactions every year - has been recognized for customer satisfaction excellence under the rigorous J.D. Power and Associates Call Center Certification Program.
According to ACS officials, agents working in the in the Cary call center scored “well above average” and “were rated at or near the outstanding range across all measurable attributes, indicating and resulting in exceptional customer satisfaction and reflecting the company's courtesy and concern for its customers.”
To achieve certification, ACS had to pass a detailed audit of its recruiting, training, employee incentive, management roles, management responsibilities, and quality assurance capabilities. To measure its level of success and determine it worthiness for the recognition, J.D. Power and Associates conducted a random survey of ACS customers who had recent contact with the call center.
To be certified, a call center must perform within the top 20 percent of customer service, based on J.D. Power and Associates’ cross-industry customer satisfaction research.
ACS is a global FORTUNE 500 company with 58,000 people supporting client operations reaching more than 100 countries. It provides business process outsourcing and information technology solutions to world-class commercial and government clients.
"At ACS, our people really do make the difference,” said Tom Blodgett, group president, Business Process Solutions, ACS, in a press release. “They are the strength of our Cary call center and demonstrate our ongoing commitment to outstanding customer service.”
This is a case where proper and thorough training played a key role in developing a highly skilled workforce. Obviously, this call center’s agents are motivated and well-trained -- and this in turn has paid off in high customer satisfaction. At the same time, however, it would be interesting to learn how much the center’s agents are paid, what types of technology they are using, and what methods are being used to train and motivate them, and whether or not any of this factors into the J.D. Power criteria for certification.
For more information about ACS visit www.acs-inc.com.