N.E.W. Recognized By J.D. Powers And Associates
N.E.W. Customer Service Companies, Inc. (NEW), recently announced it is the first company in the service plan industry to be certified by the J.D. Power and Associates Certified Call Center Program. NEW received the renowned J.D. Power and Associates certification for providing "An Outstanding Customer Service Experience," a distinction acknowledging NEW's dedication to customer service.
"This award from J.D. Power and Associates demonstrates our commitment to deliver great service on behalf of our clients, and to ultimately deliver a high level of satisfaction to consumers," says Fred Schaufeld, chairman and CEO of NEW
NEW's call center operations handled more than 8.2 million telephone, e-mail and fax interactions in 2004 from its call centers in Great Falls, Mont; Crestview, Fla.; and Klamath Falls, Ore. In order to be recognized by J.D. Power And Associates, NEW's call center operation had to pass a detailed audit of recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities. In addition, J.D. Power and Associates conducted a random survey of NEW's customers who had recently contacted its call center. For certification status, a call center must perform within the top 20 percent of customer service, based on J.D. Power and Associates' cross-industry customer satisfaction research.