FROM SIRIUS PR
SIRIUS Satellite Radio Recognized for Call Center Customer Satisfaction Excellence by J.D. Power and Associates...
SIRIUS' Call Center Operation is First in Satellite and Broadcast Radio Industry to be Certified by J.D. Power and Associates Certified Call Center Program
SIRIUS today announced that it has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program. This distinction acknowledges a strong commitment by SIRIUS' call center operation to provide an outstanding customer service experience.
SIRIUS' call centers handled more than three million telephone, e-mail and fax interactions in 2004, and expects to handle approximately six million in 2005. 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 SIRIUS customers who recently contacted its call centers. For certification status, a call center must perform within the top 20 percent of customer service, based on J.D. Power and Associates' cross-industry customer satisfaction research.
According to J.D. Power and Associates, SIRIUS is always working toward understanding what service excellence means to the customer. Furthermore, SIRIUS' call centers have created strong operational practices to support an infrastructure of service excellence.