WESTLAKE VILLAGE, Calif.: 1 August 2008 â€” APX Alarm Security Solutions has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.SM This distinction acknowledges a strong commitment from the APX Alarm Security Solutions call center operation to provide "An Outstanding Customer Service Experience."
APX Alarm Security Solutionsâ€™ call center operation, located in Provo, Utah, handles nearly 1.5 million telephone calls, faxes and e-mails from customers annually. To become certified, the call center operation successfully passed a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of APX Alarm Security Solutions customers who recently contacted its call center.
"By surpassing rigorous standards to achieve certification, APX Alarm Security Solutions demonstrates its keen focus on providing highly satisfying customer service," said Gail Gross, senior director of certification programs at J.D. Power and Associates. "Call center customers are particularly pleased with the courtesy, knowledge and concern of customer service representatives, who are clearly a key asset to the success of the call center operation."
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associatesâ€™ cross-industry customer satisfaction research. The evaluation criteria includes: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
"Our goal from the outset of creating APX Alarm was to be the very best in our industry," said Todd Pedersen, CEO of APX Alarm Security Solutions. "This certification is a great indicator that we are on our way toward that goal."
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranties and insurance to telecommunications, healthcare and office products.