Georgia Natural Gas (GNG) announced that it has been recognized for contact center operations customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.

The Certified Contact Center Program evaluates overall customer satisfaction with live phone interactions. The program certifies a call center's operations in three areas: live phone channel, IVR self-service channel and Web self-service channel.

To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.

As part of its evaluation, J.D. Power conducted a random survey of GNG customers who recently contacted the company's contact centers in Kennesaw, Ga., and Richardson, Texas.

A contact center must perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power's cross-industry customer satisfaction research.

The research criteria includes the customer service representative's courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.

Tags:
Georgia Natural Gas   Georgia   Customer Care  

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