Capital One (NYSE:COF) has been recognized by J.D. Power and Associates for outstanding customer service across its Retail Banking, U.S. Card and Small Business Card call centers. The call centers received certification by successfully passing a detailed audit of their recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. Additionally, J.D. Power and Associates conducted a random survey of Capital One Bank and Credit Card customers who recently contacted the call centers.
J.D. Power and Associates recognized that this is a noteworthy achievement for Capital One because it “demonstrates their commitment to providing an outstanding customer experience across each of their certified business lines…Capital One managed, collaborated and utilized both internal and external resources to meet the needs of Capital One’s largest U.S. customer base.”
While this is the first certification for the Retail Banking and some of the U.S. Card call centers, other Capital One call centers are delivering repeat performances, including National Direct Bank (three years in a row), Small Business Card servicing (two years in a row) and U.S. Card’s High Value Servicing call center (two years in a row).
“Capital One made a commitment several years ago to transform our customer experience, and these certifications are milestones that demonstrate our progress even as we continue to raise our game,” said Heather Cox, EVP of Capital One Card Operations. “Our customer satisfaction scores have been consistently rising across the board at Capital One, and our associates are working tirelessly to deliver exceptional service to our customers.”
“Earning J.D. Power certification across our Bank and Card businesses is reflective of our intense focus on the customer experience and it is reaffirming to know that we are living up to the high standard set by J.D. Power,” said Katherine Busser, EVP of Capital One Bank Operations. “That we received all of these certifications within a short amount of time of one another demonstrates our commitment to ensuring the highest customer satisfaction and continuous improvement.”
For certification status, a call center must perform within the top 20 percent of customer service scores evaluating a customer service representative’s courtesy, knowledge, concern for the customer, information provided and time taken to resolve the issue. The call center also is scored on its operating hours and the ease of reaching a representative.
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
For J.D. Power and Associates 2011 Call Center Certification ProgramSM information, visit jdpower.com.
About Capital One
Capital One Financial Corporation (www.capitalone.com) is a financial holding company whose subsidiaries, which include Capital One, N.A. and Capital One Bank (USA), N. A., had $128.2 billion in deposits and $206.0 billion in total assets outstanding as of December 31, 2011. Headquartered in McLean, Virginia, Capital One offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Capital One, N.A. has approximately 1,000 branch locations primarily in New York, New Jersey, Texas, Louisiana, Maryland, Virginia and the District of Columbia. A Fortune 500 company, Capital One trades on the New York Stock Exchange under the symbol “COF” and is included in the S&P 100 index.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings; car insurance; health insurance; cell phone ratings; and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard & Poor’s, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.