Call Center Solutions Featured Article
TomTom Recognized by J.D. Power For Second Consecutive Year
November 19, 2008
GPS maker TomTom (News
), has been recognized for contact center operation customer satisfaction excellence by J.D. Power and Associates
under its Certified Call Center Program for a second consecutive year. The Certified Call Center Program distinction acknowledges a strong commitment from TomTom’s contact center operations to provide ‘An Outstanding Customer Service Experience.’
“TomTom meets the rigorous standards required for certification for a second consecutive year, demonstrating the company’s commitment to providing a highly satisfying customer service experience,” said Gail Gross, senior director of certification programs at J.D. Power and Associates. “Call center customers are particularly pleased with the courtesy of the customer service representatives.”
TomTom’s contact center operations handle nearly one million calls and e-mails from customers annually. To become certified, the contact center operations successfully must pass 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 TomTom customers who recently contacted its call centers.
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include: courtesy, knowledge, concern for the customer, usefulness of the information provided, onvenience of operating hours, ease of reaching a representative, and timely resolution.
“We are extremely honored that, for the second year in row, TomTom Inc. has been recognized by J.D. Power and Associates for providing an outstanding customer service experience,” says Jocelyn Vigreux, president of TomTom. “TomTom is the only GPS company to have ever received this prestigious acknowledgment. The recognition is a true testament to the dedication we’ve had and success we’ve achieved in making the TomTom customer experience a consistently positive one.”
Brendan B. Read is TMCnet�s Senior Contributing Editor. To read more of Brendan�s articles, please visit his columnist page.
Edited by Michelle Robart