Contractor Connection® (a division of Crawford & Company) has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM
The Certified Contact Center Program distinction acknowledges a strong commitment by Contractor Connection contact center operations to provide “An Outstanding Customer Service Experience.”
- To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
- As part of its evaluation, J.D. Power conducted a random survey of Contractor Connection customers who recently contacted the company’s contact center in Jacksonville, Fla.
- A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
- The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.