An Outstanding Customer Service Experience.
Provo, UT (Vocus) October 14, 2009 —-
APX Alarm has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by the APX Alarm call center operations to provide “An Outstanding Customer Service Experience.”
APX Alarm’s call center, located in Provo, Utah, handles more than 3.5 million telephone calls and e-mails from customers annually. To become certified, the call center operation 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 APX Alarm Security Solutions customers who recently contacted its call center.
According to J.D. Power and Associates, in achieving certification for a second consecutive year, APX Alarm has demonstrated its commitment to deliver high-quality service to customers contacting its call center. Call center customers are particularly pleased with the customer service representatives, notably for their courtesy and knowledge.
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 evaluation criteria include 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 pleased to be recognized by J.D. Power and Associates for a second consecutive year,” said Josh Houser, vice president of service and inside sales at APX Alarm. “This recertification demonstrates our commitment to providing an excellent customer service experience for all of our customers at APX.”
The Certified Call Center 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 warranties 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 a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’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 (NYSE: MHP) 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 2008 were $6.4 billion. Additional information is available at http://www.mcgraw-hill.com.
About APX Alarm Security Solutions Inc.
APX Alarm’s (http://www.apxalarm.com) mission is to help families protect and secure their future. Now in its 10th year of operations, APX Alarm is one of the fastest growing national security alarm companies providing world-class customer support and service to hundreds of thousands of customers throughout North America. Currently, it is ranked #7 in the SDM list of the largest 100 security installation and monitoring companies. Additional corporate information can be found by visiting our website.