J.D. Power and Associates, a global marketing information company that conducts independent surveys of customer satisfaction, product quality and buyer behaviour, has reportedly recognized Brink's Home Security's contact center operations for customer satisfaction excellence, under its Certified Call Center Program.

 

Headquartered in Irving, Texas, Brink's Home Security, Inc. is one of the premier providers of security system monitoring services for residential and commercial properties in North America. Company handles millions of alarms, telephone calls, e-mails, and other correspondence from more than 1.3 million customers through its two contact centers.

Brink's Home Security passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities, conducted by J.D. Power and Associates. For certification status, a contact center must perform within the top 20 percent of benchmarks established by J.D. Power and Associates' cross-industry customer satisfaction research.

 

Mark Miller, senior director of client services at J.D. Power and Associates, said in a release that Brinks has once again demonstrated its commitment to excellence in customer service -- which is especially important in the current economy where outstanding service is a real differentiator.

 

He added, "Call center customers are particularly pleased with the customer service representatives, notably their courtesy, knowledge and concern."

The Call Center Certification Program from J.D. Power and Associates allows companies to identify and focus on critical areas of customer satisfaction by utilizing best practices that are aligned with customer needs.

The program also provides an advantage for call centers in marketing and promoting their efforts to improve customer satisfaction, thereby attracting more clients.

"Our business is about saving lives and protecting property,” said Carole Vanyo, senior vice president of customer operations, Brink's Home Security. “We are honored to receive this recognition from our customers and J.D. Power and Associates demonstrating the hard work and dedication of all of our employees.”