J.D. Power and Associates, best known for its customer satisfaction surveys on everything from new automobiles to home construction, has also become a force in the alarm industry with its studies of satisfaction with call centers.
The consumer satisfaction firm recently assessed Brinkâ€™s Home Securityâ€™s contact centers, and based on consumer satisfaction with that facility, the contact center has been noted as a J.D. Power and Associates Certified Call Center Program.
To receive the J.D. Power and Associates designation, the Brinkâ€™s contact center was examined based on the following criteria: recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. The study employs a random survey of customers. Based on the criteria above and the responses from surveyed customers, the contact center has to be ranked in the top 20 percent to received the Certified Call Center designation.
â€œOur entire organization operates with a driving focus and commitment to provide rapid response and peace of mind to our customers,â€ said Brinkâ€™s Home Securityâ€™s senior vice president of customer operations Carole Vanyo, in a statement following the announcement of the J.D. Power and Associates designation. â€œThis recognition confirms our dedication to delivering top tier service to our customers.â€
The company recently established a new call center in Knoxville, Tenn., in addition to its existing contact facility in Irving, Texas.