Nicor National’s Call Center is doing something right and has been on this track for four consecutive years. The company was just recently recognized for excellence in customer satisfaction under the J.D. Power and Associates Call Center Program.This Certified Call Center Program lends distinction and acknowledgement to a call center organization that is able to provide “An Outstanding Customer Service Experience.” J.D. Power and Associates has selected Nicor as deserving of this title.

"In achieving certification for a fourth consecutive year, Nicor National has demonstrated its commitment to delivering high-quality service to its call center customers," J.D. Power and Associates, said in a statement. "Call center customers are particularly pleased with the concern and knowledge displayed by customer service representatives." Every year, Nicor National handles more than 1 million telephone, e-mail and fax inquiries from customers. To achieve certification, the center must pass a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities and management roles and responsibilities. Included in its evaluation measures, J.D. Power and Associates also conducted a random survey of all Nicor National customers who had recently contacted its call center, located in Naperville, IL. The company also had to perform within the top 20 percent of customer service scores, based on J.D. Power and Associates’ benchmarks. Evaluation criteria included courtesy, knowledge, concern for the customer, usefulness of the information provided, convenience of operating hours, ease of reaching a representative and the timing of the resolution.

"We are pleased to be recognized as a provider of outstanding customer service," said Barbara Porter, vice president of Business Development & Customer Service at Nicor National. "Our fourth consecutive certification reinforces our commitment to both employees and customers. We firmly believe that employee engagement and customer satisfaction are intrinsically linked. The environment we create for our employees is the same one our customers experience."

In addition to recertification by J.D. Power and Associates, Nicor National's HVAC companies are Carrier Distinguished Dealers and have earned Carrier's President's Award for customer service excellence, as well as the Better Business Bureau's highest rating.

In other Nicor National news, the company selected Allegiance (News - Alert) Inc., a provider of Voice-of the-Customer, VOC, solutions that help companies capitalize on customer and employee engagement for managing, responding to and analyzing customer and employee feedback.