ALLIANCE DATA’S CARD SERVICES BUSINESS EARNS BENCHMARKPORTAL ‘CENTER OF EXCELLENCE’ CERTIFICATION FOR 12TH TIME, RANKS SECOND IN
‘TOP CONTACT CENTERS’ AMONG LARGE COMPANIES FOR 2017
Alliance Data has achieved ‘Center of Excellence’ designation more often than any other company in the financial services/credit industry; Awards demonstrate continued achievement in superior customer service
COLUMBUS, Ohio – Alliance Data’s card services business, an Alliance Data company (NYSE: ADS) and a premier provider of branded credit programs to many of the world’s most recognizable brands, has achieved the Top Contact Centers Award in addition to the “Center of Excellence” certification
from BenchmarkPortal. Alliance Data has for the 12th time earned the “Center of Excellence” certification ─ more than any other company in the financial services/credit industry, and also placed second overall in the large center category for the Top Contact Centers Award (previously Top 100 Call Centers).
“At Alliance Data, we are deliberately different. Customer connections are essential to our and our brand partners’ success. We put cardmembers first by delivering customer care that builds more meaningful relationships between brands and their most loyal customers,” said Sallie Komitor, chief customer officer for Alliance Data’s card services business. “These achievements in customer care are notable in the financial services and credit industry. Our more than 5,800 associates in our seven U.S.-based care centers are focused on creating an environment of service excellence rooted in continual innovation, consumer insights and ongoing, focused training.”
Reserved for the top 10 percent of all customer care centers surveyed by BenchmarkPortal, the “Center of Excellence” certification designation is based on best practices of customer service and overall performance. Only call centers that show a superior achievement based on quality, cost, efficiency, and effectiveness metrics receive this certification. BenchmarkPortal’s Top Contact Centers Award measures call centers on actual performance metrics focused on efficiency and effectiveness against the world’s largest contact center database.
Alliance Data’s passion for customer care is reflected in the BenchmarkPortal methodology, which monitors 41 unique metrics proven to be indicative of overall customer care center performance. In particular, Alliance Data continues to surpass its industry peers in several segments, including first call resolution (4 percent above industry averages), time calls are spent in queue (69 percent less time than industry averages) and speed at which calls are answered (27 percent faster than industry averages).
“Alliance Data continues to lead in customer service in its industry. Every aspect of customer care, from the wait time of customers to the quality of the service provided, is carefully managed by the centers’ leadership to foster and maintain the best relationships with callers,” said Bruce Belfiore, chief executive officer of BenchmarkPortal. “The experience customers receive when they call Alliance Data’s customer care centers is truly unparalleled and should be a point of pride for the company’s stakeholders and employees.”
BenchmarkPortal’s activities began in 1995, and today it is a global leader in the contact center industry, providing benchmarking, certification, training, consulting and industry reports, and maintains the world’s largest call center metrics database.
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