Panasonic Call Center Lauded By Purdue
By Greg Tarr -- TWICE, 6/6/2007
Secaucus, N.J.– Panasonic’s Customer Call Center in Chesapeake, Va., including its concierge hotline, has been recognized as a certified “Center of Excellence” by the Center for Customer-Driven Quality at Purdue University.
The certification ranks Panasonic’s call center in the top 10 percent of the 20,000 call centers studied throughout North America, Panasonic stated.
To qualify for the award, Panasonic said the customer call center “met objective, quantitative criteria and passed audits led by Dr. Jon Anton, adjunct professor at Purdue University and founder of the university’s Center for Customer-Driven Quality.
Panasonic’s call center also demonstrated superior operational efficiency, service level standards, process management, customer satisfaction, leadership, resources and employee training.
“A center that achieves certification demonstrates a remarkable commitment to service excellence,” stated Anton. “Certification is such a distinction because it is based on best-practice metrics drawn from the Center for Customer-Driven Quality at Purdue University database of contact center metrics, the largest in the world. This achievement confirms the Panasonic call center's ability to deliver service that is both efficient and effective.”
The center receives thousands of calls daily from consumers nationwide, and employs customer care associates who respond to customer inquiries on diverse topics that range from how to hook up a home theater to the best way to extend the life of cordless phone batteries.
Part of that program is the Plasma TV Team which supports the Panasonic plasma concierge hotline, which Panasonic offers as an exclusive benefit for owners of its plasma sets.
The concierge hotline offers members a range of services including live access to specialized plasma TV consultants, a loaner program if a unit needs to be removed for repair, on-line chat capabilities, two-day service scheduling, and call staff that are empowered to resolve issues swiftly.
“This certification validates Panasonic’s commitment to delivering what we term ‘extreme customer satisfaction,’ with which we aim to exceed customer expectations,” said Joe Taylor, Panasonic executive VP and COO. “Thanks to the work of our call center associates and the rest of our team, Panasonic’s customer satisfaction levels are now among the highest, if not the very highest, in the industry. And those are the averages for the call center alone; our plasma concierge customers enjoy an even higher level of enhanced services.”
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