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10/13/2005
SIRIUS Satellite Radio Recognized for Call Center Customer Satisfaction Excellence by J.D. Power and AssociatesSIRIUS Satellite Radio |
SIRIUS Satellite Radio today announced that it has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program. This distinction acknowledges a strong commitment by SIRIUS' call center operation to provide an outstanding customer service experience.
SIRIUS' call centers handled more than three million telephone, e-mail and fax interactions in 2004, and expects to handle approximately six million in 2005. The call center operation successfully passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. In addition, J.D. Power and Associates conducted a random survey of SIRIUS customers who recently contacted its call centers. For certification status, 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.
According to J.D. Power and Associates, SIRIUS is always working toward understanding what service excellence means to the customer. Furthermore, SIRIUS' call centers have created strong operational practices to support an infrastructure of service excellence.
"We are extremely pleased and honored to receive this recognition from such a prestigious organization as J.D. Power and Associates," said Jim Meyer, President of Operations and Sales for SIRIUS. "Customer service is a high priority for SIRIUS, and directly impacts our growth and subscriber retention. We dedicate much of our time to proper training and motivation of our personnel in order to make the customer experience as positive as it can be, and it is most rewarding to be recognized for our success in this all- important area."
The evaluation criteria used during the survey include: courtesy of the customer service representative (CSR); knowledge of the CSR; the CSR's concern for the customer questions and/or problem; usefulness of the information provided; convenience of customer service operating hours; ease of getting through to a CSR; and timely resolution of the customer's problem, question or request. Certification is valid for one year.
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
J.D. Power and Associates is currently evaluating call centers across a variety of industries to determine if they are eligible for certification.
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