What does it mean that Capital One Banks call center for online banking products has been certified for providing “An Outstanding Customer Service Experience” by J.D. Power and Associates?
To become certified, the call center successfully passed a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Capital One Bank customers who recently contacted the call center. For certification status, a call center must perform within the top 20 percent of customer service scores, which is based on benchmarks established in J.D. Power and Associates cross-industry customer satisfaction research. The evaluation criteria include courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution. For J.D.
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