Published on : Saturday, October 7, 2017
“J.D. Power is one of the leading customer satisfaction research firms in the country and their distinguished Certified Contact Center program validates what our Delta Premium Sales and Service customers who contact us by phone tell us – we provide an outstanding customer experience,” said Charisse Evans, Delta’s Vice President – Reservation Sales and Customer Care.
In order to be certified, the Delta Premium Sales and Service team had to pass an operational evaluation. The evaluation requires brands to have implemented a minimum of 32 out of 40 practices. These cross-industry best practices cover areas like voice-of-the-customer program management, recruiting, training, employee engagement and quality assurance.
Additionally, J.D. Power conducted a random survey of customers who contacted Delta’s Customer Engagement Centers in Cincinnati, Hibbing/Iron Range, Minneapolis-St. Paul and Salt Lake City, which serve Delta’s Diamond, Platinum and Gold SkyMiles Medallion customers. The minimum standard for Certification for Delta Premium Sales and Service call types was 871 out of 1,000.
“I am so proud of each and every one of you,” said Evans in a recent memo to employees. “Each of you played a part in this year’s certification [Premium Sales and Service], by personifying the values of Listen. Care. Connect. Thank you for everything that you do.”
To achieve certification, a contact center must perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The research criteria include the customer service representatives courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.