Sterling, Va. — N.E.W. Customer Service Companies (NEW), one of the nation’s largest providers of extended-service plans and buyer-protection programs, has been recognized by J.D. Power and Associates’ Certified Call Center Program for providing “an outstanding customer service experience” in 2007.
The award marks the third consecutive year that NEW has received the certification.
“We are honored to receive certification from J.D. Power and Associates again,” said NEW president/CEO Tony Nader. “Our clients count on our commitment and dedication to their customers, and our results speak for themselves.”
Nader noted that NEW was the first call center in the extended warranty industry to earn the J.D. Power’s Certified Call Center Program award.
Ray Zukowski, NEW’s customer experience senior VP, added, “Without the dedication of our customer care representatives, we would not be able to provide such an outstanding customer experience. We applaud the efforts of our entire call center operations team.”
As part of the J.D. Power certification process, NEW’s call center operations successfully passed a detailed audit of recruiting, training, employee incentives, management roles and responsibilities and quality-assurance capabilities.
NEW also earned high satisfaction ratings in a J.D. Power customer survey that asked consumers to rate the company’s service based on courtesy and knowledge of the customer care representatives (CCR’s); ease in reaching a CCR; usefulness of the information provided; and timely resolution of the customer’s problem, question or request.
NEW added two new call centers and fielded more than 15 million customer telephone, fax and email inquiries in 2006, the company said. It various plans and programs provide coverage to more than 100 million consumers.