GREEN BAY, Wis. – Associated Bank’s commitment to exceptional customer service has been officially recognized, with its contact center operations achieving certification under the J.D. Power 2015 Certified Contact Center Program for its live phone channel. This prestigious certification highlights Associated Bank’s dedication to providing an “Outstanding Customer Service Experience” to its valued customers.
The J.D. Power Certified Contact Center Program is renowned for acknowledging organizations that demonstrate a strong focus on superior customer service. Associated Bank’s successful certification involved a rigorous audit encompassing over 100 best practices within its contact center operations. This comprehensive evaluation spanned critical areas such as recruitment strategies, employee training programs, incentive structures, management effectiveness, and quality assurance protocols. As part of the certification process, J.D. Power conducted an independent survey, gathering feedback directly from Associated Bank customers who had recently utilized the contact centers in Green Bay and Stevens Point, Wisconsin.
“We are pleased to welcome Associated Bank into the esteemed group of certified organizations that prioritize exceptional customer service,” stated J.D. Power. “Earning the Certified Contact Center status is a significant achievement, demonstrating Associated Bank’s genuine commitment to delivering outstanding customer experiences through their live phone channel.”
Philip B. Flynn, President and CEO of Associated Bank, emphasized the significance of this recognition, stating, “This certification reflects the dedication and hard work of our entire customer care team. It underscores our company-wide commitment to ensuring high-quality customer experiences, which is a fundamental aspect of our values and corporate identity.”
Flynn further added, “We take immense pride in this J.D. Power certification. Customer service excellence is a key differentiator for Associated Bank in the financial marketplace. We are continuously striving to elevate our service standards to exceed customer expectations and support them in achieving their financial aspirations.”
To achieve certification status, Associated Bank’s contact center operations demonstrated exceptional performance, ranking within the top 20% of customer service scores according to J.D. Power’s cross-industry customer satisfaction benchmarks. The evaluation criteria included a detailed assessment of customer service representatives, focusing on their courtesy, product knowledge, empathy, and efficiency in addressing customer needs. Promptness in connecting customers with a representative and the effectiveness of issue resolution were also key factors. Furthermore, the evaluation extended to the automated phone system, assessing the clarity of information provided, ease of navigation through menu prompts, and overall user-friendliness.
Launched in 2004, the J.D. Power Certified Contact Center Program, initially known as the Certified Call Center Program, aims to enhance customer satisfaction with live phone interactions and assist organizations across diverse industries in improving service efficiency and effectiveness. The program establishes and regularly updates leading practices for handling customer service interactions. It has since expanded to become the Certified Contact Center Program, now encompassing certifications for live phone channels, IVR self-service channels, and web self-service channels.
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