Sirius Satellite Radio has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program. For certification status, a call center must perform within the top 20 percent of customer service, based on J.D. Power and Associates’ cross-industry customer satisfaction research.
Sirius’ call centers handled more than three million telephone, e-mail and fax interactions in 2004, and expects to handle approximately six million in 2005. The call center operation successfully passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.
J.D. Power and Associates also conducted a random survey of Sirius customers who recently contacted its call centers. The evaluation criteria used during the survey include: courtesy of the customer service representative; knowledge of the rep; the rep’s concern for the customer questions or problem; usefulness of the information provided; convenience of customer service operating hours; ease of getting through to a human; and timely resolution of the customer’s problem, question or request.
Certification is valid for one year.
[via Sirius Backstage]
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