For the fourth year in a row, exhibit provider Global Experience Specialists (GES) received recognition for customer satisfaction excellence with its call center, awarded by the J.D. Power and Associates "Call Center Certification Program." This program speaks volumes about GES' call center's commitment to provide "an outstanding customer service experience."

To achieve such a certification, call center operations from the company had to pass a strongly tedious audit measuring more than 100 different metrics that would determine how the call center would measure as far as customer satisfaction is concerned. Analysis strategies are also put to the test, as well as effectiveness of recruitment, training, employee treatment, quality assurance competency, and responsibilities exercised by management. In its evaluation, J.D. Power and Associates also put GES through a survey of random customers who just recently made a call to the company's call center, which is based in Las Vegas, Nevada.

"For a fourth consecutive year, Global Experience Specialists has earned this distinction and is to be congratulated on this significant achievement," said sr. director of the global contact center practice Mark Miller, J.D. Power and Associates. "Call center customers report that GES' interactive voice response (IVR) experience was excellent, and that the GES agents were courteous as they solved customer issues quickly during the interaction."

To be certified, a call center has to also score within the top 20th percentile with customer service scores, based on milestones that were defined by J.D. Power and Associates' customer satisfaction research throughout multiple industries. The criteria also include a representative's capability for courtesy, care for the customer, and knowledge of the field. There are also other things that affect the score, such as promptness and quick resolution to requests or issues. Automated phone system experience also receives an evaluation based on information clarity and the user-friendliness of the phone menu.