TMCnet News

Alliance Data Call Centers Again Achieve 'Center of Excellence' Certification by Purdue University Affiliate
[July 27, 2009]

Alliance Data Call Centers Again Achieve 'Center of Excellence' Certification by Purdue University Affiliate

DALLAS, July 27, 2009 /PRNewswire-FirstCall via COMTEX/ -- Alliance Data Systems Corporation, a leading provider of loyalty and marketing solutions derived from transaction-rich data, announced today that BenchmarkPortal, in conjunction with Purdue University's Center for Customer-Driven Quality(TM), has again recognized Alliance Data for achieving customer service excellence across all of its Retail Services call center operations. This recertification marks the third consecutive term Alliance Data has been certified as a Center of Excellence for the quality of its operations--the most prestigious ranking attainable from BenchmarkPortal.

(Logo: ) Bruce Belfiore, chief executive officer of BenchmarkPortal, said, "Alliance Data has consistently shown an interest in call center best practices over the years. Their continued benchmarking has paid off and for a third time, Alliance Data call centers have been certified as Centers of Excellence. It is a particular pleasure to award certification to all four Alliance Data call centers this year. It is a major achievement on which we congratulate them." Alliance Data provides integrated credit and marketing solutions including private label, co-brand and commercial credit card programs designed to build long-term customer relationships and grow clients' businesses. The company leverages consumer insights and marketing strategies to create targeted, branded communications that engage customers and drive loyalty. In addition to customer service functions/call center operations Alliance Data provides account acquisition and activation, receivables funding, card authorization, card issuance, statement generation, and marketing and remittance processing services in support of private label, co-brand and commercial credit card programs.

In the benchmarking survey, BenchmarkPortal monitored 28 industry segments, including financial services and retail, measuring call centers for excellence in customer service against the world's largest database of call center best practices. Alliance Data's call centers were evaluated on several key drivers of successful performance in customer service, including: -- First-call resolution. Alliance Data customer service representatives resolve customer matters within one call approximately 37 percent more often than the industry standard.

-- Phone answer speed. Within an average of nine seconds, an Alliance Data customer service representative answers the phone, versus an industry average of 27 seconds.

-- Employee job satisfaction. Eighty percent of Alliance Data call center representatives reported being 100 percent satisfied in their current positions, as opposed to the industry average of 42 percent of employees being 100 percent satisfied. Job satisfaction is achieved when employees report they have the resources they need to provide excellent customer service, their job makes use of their individual skills and abilities, and they are motivated to challenge themselves to find better ways of doing their work.

"We are truly excited that BenchmarkPortal has once again recognized all of our call center operations with a Center of Excellence certification," said Robert Box, chief operating officer of Retail Services for Alliance Data. "Alliance Data's ongoing commitment to customer care ensures our call center associates continue to exceed client's expectations for superior service. Every single interaction we have with our clients' customers directly reflects our clients' brands, and we're proud to support our clients with such a high level of service. It is for that very reason we do everything in our power to make every customer's call a positive experience." About BenchmarkPortal BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest such database in the world. In 2005, BenchmarkPortal received U.S. Patent #6,877,034 for its unique methodology of call center performance evaluation through metric gap analysis. BenchmarkPortal provides industry reports, and professional services for contact centers in the areas of operational metrics, customer satisfaction measurement, and agent satisfaction measurement. For more information about BenchmarkPortal, call 805.465.7201, or visit our Web site at: .

About Alliance Data Alliance Data (NYSE: ADS) and its family of businesses is a leading provider of loyalty and marketing solutions derived from transaction-rich data. Through the creation and deployment of customized solutions that measurably change consumer behavior, Alliance Data helps its clients to create and enhance customer loyalty to build stronger, mutually beneficial relationships with their customers. The Company manages millions of customer relationships for some of North America's largest and most recognizable brands, helping them grow their businesses and drive profitability. Headquartered in Dallas, Alliance Data employs approximately 7,000 associates at approximately 50 locations worldwide. Alliance Data is a leading provider of marketing-driven credit solutions, and is the parent company of Epsilon(R), a leading provider of multi-channel, data-driven technologies and marketing services, and LoyaltyOne(TM), which owns and operates the AIR MILES(R) Reward Program, Canada's premier coalition loyalty program. For more information about the company, visit its web site,

Alliance Data's Safe Harbor Statement/Forward Looking Statements This release may contain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. Such statements may use words such as "anticipate," "believe," "estimate," "expect," "intend," "predict," "project" and similar expressions as they relate to us or our management. When we make forward-looking statements, we are basing them on our management's beliefs and assumptions, using information currently available to us. Although we believe that the expectations reflected in the forward-looking statements are reasonable, these forward-looking statements are subject to risks, uncertainties and assumptions, including those discussed in our filings with the Securities and Exchange Commission.

If one or more of these or other risks or uncertainties materialize, or if our underlying assumptions prove to be incorrect, actual results may vary materially from what we projected. Any forward-looking statements contained in this presentation reflect our current views with respect to future events and are subject to these and other risks, uncertainties and assumptions relating to our operations, results of operations, growth strategy and liquidity. We have no intention, and disclaim any obligation, to update or revise any forward-looking statements, whether as a result of new information, future results or otherwise.

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: Statements in this presentation regarding Alliance Data Systems Corporation's business which are not historical facts are "forward-looking statements" that involve risks and uncertainties. For a discussion of such risks and uncertainties, which could cause actual results to differ from those contained in the forward-looking statements, see "Risk Factors" in the Company's Annual Report on Form 10-K for the most recently ended fiscal year. Risk factors may be updated in Item 1A in each of the Company's Quarterly Reports on Form 10-Q for each quarterly period subsequent to the Company's most recent Form 10-K.

SOURCE Alliance Data Systems Corporation

[ Back To's Homepage ]