WESTLAKE VILLAGE, Calif., April 14 /PRNewswire/ -- HealthFusion, a national clearinghouse for healthcare transactions, has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program(SM). This distinction acknowledges a strong commitment from the HealthFusion call center operations to provide "An Outstanding Customer Service Experience."
To become certified, the HealthFusion call center operation located in Solana Beach, Calif., successfully passed 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 HealthFusion customers who recently contacted its call center.
"HealthFusion passed rigorous standards to achieve certification, underscoring their commitment to customer satisfaction," said Gail Gross, senior director of certification programs at J.D. Power and Associates. "Call center customers are particularly pleased with the knowledge and availability of customer service representatives, as well as with the timely resolution of their problems or requests."
For certification status, a call 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 criteria used include evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
"We are honored to be recognized for providing outstanding customer
service, which demonstrates our commitment to operational excelle
|SOURCE J.D. Power and Associates|
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