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Network Solutions provides outstanding customer service .
2006-01-24, HostMan.biz Network Solutions, a provider of Web solutions and domain name registration, 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 by Network Solutions' call center operation to provide an outstanding customer service experience. The Network Solutions call center operations handles 1.2 million contacts annually via phone, fax, and email from its call center in Hazleton, Penn. The call center operation successfully passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. In addition, J.D. Power and Associates conducted a random survey of customers who recently contacted Network Solutions. For certification status, a call center operation must perform within the top 20 percent of customer service, based on J.D. Power and Associates' cross-industry customer satisfaction research. "Network Solutions understands the importance of building customer loyalty and stresses the importance of serving customer needs at every customer touch point opportunity," said Steve Kirkeby, senior director of the telecommunications practice at J.D. Power and Associates. "Customer interactions with a call center can have a profound and lasting impact on overall customer satisfaction and loyalty. The outstanding performance of Network Solutions' representatives in handling calls and solving problems for their customers is evidence of the company's commitment to serving its customers." The evaluation criteria used during the survey include: courtesy of the customer service representative (CSR); knowledge of the CSR; the CSR's concern for the customer questions and/or problem; usefulness of the information provided; convenience of customer service operating hours; ease of getting through to a CSR; and the timely resolution of the customer's problem, question or request. Certification is valid for one year. "In the past year, Network Solutions has distinguished itself with a top-notch customer service team," said Shelley Rawlings, senior vice president of customer services for Network Solutions. "The team we have in place has undergone a rigorous training program, ensuring that Network Solutions has the most technically trained, friendly and knowledgeable customer consultants in the Web solutions industry. Everyone at Network Solutions is extremely proud of our entire call center team and their mission to create satisfaction with every customer interaction." "Network Solutions is passionate about understanding our customers and providing easy and affordable solutions to get online," said Champ Mitchell, president and CEO of Network Solutions. "This award is a great reflection of our company efforts to put the customers first." The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction and 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. J.D. Power and Associates is currently evaluating call centers across a variety of industries to determine if they are eligible for certification. |
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