Customer satisfaction should be a key focus within each and every call center. As the key interaction point between the customer and the organization, the call center should be the first place the customer can be guaranteed an excellent experience. While some have fallen short of this goal, others are being noticed for it.

Network Solutions (News - Alert) is the latest to be recognized for call center operation customer satisfaction excellence by J.D. Power and Associates Certified Call Center Program.

This is the third year in a row that Network Solutions has received this distinction, which acknowledges a strong commitment from its call center operations to provide "An Outstanding Customer Service Experience."

"By consistently providing customers with a positive experience, Network Solutions has succeeded in achieving certification for a third consecutive year," said Gail Gross, senior director of certification programs at J.D. Power and Associates, in a Thursday statement.

"Network Solutions' commitment to its customers is also reflected in high customer satisfaction levels with the courteousness, knowledge and concern of the call center representatives."

To receive certification, the call center operation successfully passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.

As part of its evaluation, J.D. Power and Associates conducted a random survey of Network Solutions customers who recently contacted its call center, which handles 2.75 million telephone, e-mail and fax inquiries from customers every year.

A call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research.

The criteria used in the evaluation includes courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.

"We are honored to be recognized for providing 'An Outstanding Customer Service Experience' for the third year in a row by J.D. Power and Associates," said Joe Pickett, vice president of Network Solutions Customer Service, in Thursday’s statement.

 

"Receiving this distinction shows that our efforts to ensure that we have the most technically trained, friendly and knowledgeable consultants in the Web solutions industry have been successful."

Launched in 2004 by J.D. Power and Associates, the Call Center Certification Program evaluates overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.

Such distinction for Network Solutions is sure to help advance its market positioning as a strong player in the contact center industry. For those companies seeking to promote a better customer experience, Network Solutions has proven to be a premier provider.