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RIVERWOODS, Ill., Aug 23, 2010—Discover has been named by the International Quality & Productivity Center (IQPC) as the winner of the “Best Performance Leveraging Customer Service Feedback” category in the 2010 Call Center Excellence Awards.
The annual awards honor and promote the most innovative call center solutions and individuals across all major industries. IQPC received more than 150 applications for this year’s awards.
The Best Performance Leveraging Customer Feedback category, a new award this year, recognizes programs that best capture customers’ comments and transform feedback into action, as well as link customer metrics to financial results. Discover also received an honorable mention for both “Best in Class Call Center” and “Greatest Job Creating a Culture that Inspires World-Class Excellence.”
“Providing a high level of customer service is part of Discover’s DNA. We commit ourselves every day to making sure our cardmembers get their needs met on their first call,” said Carlos Minetti, president of consumer banking and operations at Discover. “These awards recognize our commitment to understand the voice of the customer and generate meaningful service improvements.”
Discover’s service delivery excellence program focuses on customers. Employees at all levels, including the chief executive officer, attend call-listening sessions to hear recorded playback of actual customer service calls. The sessions, totaling nearly 8,000 hours annually, include questions and commentary from attendees, and a discussion of the key aspects of the calls.
The company’s broad customer survey program includes a proprietary analytical tool used to assess the impact of customer feedback on behavior. Discover representatives also have a process for calling back customers who don’t register high satisfaction scores to hear more about their concerns.
Customer advocacy is a priority for Discover’s call center representatives, who work hard to resolve customer issues in one phone call.
Winners of the IQPC awards are selected by a panel of call center experts who look for superior thinking, creativity, and execution across all call center functions. IQPC received a record number of award submissions this year.
Discover pioneered 24-hour live customer service, cash rewards and no annual fee when it launched the Discover card in 1986 and has built a reputation for excellent customer service, including finishing #1 in the Brand Keys Customer Loyalty Engagement Index of major card companies for 13 consecutive years.
Discover Financial Services is a direct banking and payment services company with one of the most recognized brands in U.S. financial services. Since its inception in 1986, the company has become one of the largest card issuers in the United States. The company operates the Discover card, America’s cash rewards pioneer, and offers personal and student loans, online savings accounts, certificates of deposit and money market accounts through its Discover Bank subsidiary. Its payment businesses consist of Discover Network, with millions of merchant and cash access locations; PULSE, one of the nation’s leading ATM/debit networks; and Diners Club International, a global payments network with acceptance in more than 185 countries and territories. For more information, visit www.discoverfinancial.com.
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