PR - ACS Call Center Earns J.D. Power and Associates Certification

Affiliated Computer Services, Inc. announced today that its Cary, North Carolina, facility has been recognized for call center operation customer satisfaction excellence under the rigorous J.D. Power and Associates Call Center Certification Program.

ACS agents in Cary scored well above average and were rated at or near the outstanding range across all measurable attributes, indicating and resulting in exceptional customer satisfaction and reflecting the company’s courtesy and concern for its customers.

Tom Blodgett, Group President, Business Process Solutions, said, "At ACS, our people really do make the difference. They are the strength of our Cary call center and demonstrate our ongoing commitment to outstanding customer service."

The Cary call center handles millions of telephone, e-mail, and live online customer interactions every year. To achieve certification, ACS successfully passed a detailed audit of its recruiting, training, employee incentive, management roles, management responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of ACS customers who had recent contact with the call center. To be certified, a call center must also perform within the top 20 percent of customer service, based on J.D. Power and Associates’ cross-industry customer satisfaction research.

Blodgett said, "Our operational excellence, enabled by our outstanding people, best-in-class services, leading-edge technology, and global resources, allows us to excel at large-scale customer care engagements."