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.

About Discover

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.

Jon Drummond

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