Freeman said it has been recognized for contact center operation customer service excellence with its live phone channel for a sixth consecutive year under the J.D. Power Certified Contact Center Program.
The Certified Contact Center Program distinction acknowledges a strong commitment by Freeman´s Customer Support Center operations to provide “an outstanding customer service experience.” Freeman´s contact center achieved certification for the live phone channel including interactive voice response (IVR) routing and customer service representative (CSR).
To become certified, the contact center successfully passed a detailed audit of more than 100 practices that encompass its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power conducted a random survey of Freeman customers who recently contacted its call center located at Freeman´s headquarters in Grand Prairie, Texas.
Freeman uses the power of integrated digital and live brand experiences to move markets, connect people, support growth and generate revenues for the world´s leading companies and associations. Freeman derives insights that help define program strategies, target key audiences, deliver meaningful messages and drive revenues and results.