Capital One (News - Alert) call centers have been recognized for customer service under the J.D. Power and Associates Call Center Certification Program.
The Call Center Certification Program distinction acknowledges a strong commitment by the company's call centers to provide "An Outstanding Customer Service Experience."
Company officials said that the Capital One small business card servicing call center has achieved certification for a second consecutive year.
According to company officials, to become certified, the call center operations, located in Richmond, Va., successfully passed a detailed audit of more than 100 practices that encompass the call center's customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities.
As part of its evaluation, J.D. Power and Associates also conducted a random survey of Capital One U.S. credit card, retail banking and small business credit card customers who recently contacted its call center.
"Capital One is to be congratulated on this noteworthy achievement, which demonstrates its commitment to providing an outstanding customer experience across each of their certified business lines," said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates, in a statement.
"What is particularly impressive about their most recent certifications is how Capital One managed, collaborated and utilized both internal and external resources to meet the needs of Capital One's large U.S. customer base, and how the commitment to the customer was present no matter where we went," said Miller.
"Capital One made a commitment several years ago to transform our customer experience, and these certifications are milestones that demonstrate our progress even as we continue to raise our game," said Heather Cox (News - Alert), EVP of Capital One Card Operations.
"Our customer satisfaction scores have been consistently rising across the board at Capital One, and our associates are working tirelessly to deliver exceptional service to our customer," said Cox.Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.
Edited by Juliana Kenny