J.D. Power And Associates Reports: Caremark Recognized For Call Center Customer Satisfaction Excellence
CVS Caremark has been recognized for call center customer satisfaction excellence for a second time under the J.D. Power and Associates Certified Call Center Program. This distinction acknowledges a strong commitment by Caremark call center operations to provide "An Outstanding Customer Service Experience."
Caremark's call center operations handle nearly 50 million telephone, e-mail and fax inquiries from customers per year. To become certified, the call center operations successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Caremark customers who recently contacted its call centers.
"Caremark's successful call center operation is a clear demonstration of their dedication to meeting the needs of their customers," said Bob Caruso, executive director at J.D. Power and Associates. "Caremark passed rigorous standards to achieve certification, which underscores their commitment to customer satisfaction."
For certification status, a call center must also perform within the top 20 percent of customer service scores, which is 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 delighted that J.D. Power and Associates has again certified the Caremark Customer Care Centers for customer service excellence and recognized the extraordinary dedication of our customer care teams in serving our clients and plan participants," said Howard McLure, president of Caremark Pharmacy Services. "It is a testament to Caremark's strong commitment to providing the highest level of service and I want to personally thank our customer care teams and all of our colleagues companywide who support them."
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3B. Additional information is available at
www.mcgraw-hill.com.
SOURCE: CVS Caremark