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Delta teams recognized by J.D. Power
Customer Engagement Centers receive contact center certification
ATLANTA—Delta Air Lines’ Reservations division, Premium Sales and Service, has been recognized for customer service excellence by the J.D. Power Certified Contact Center Program.
“Congratulations to our Delta colleagues in Reservation Sales for achieving the high distinction of J.D. Power Contact Center certification for our Premium Sales and Service groups,” said Delta president Ed Bastian. “This recognition is a demonstration of their teamwork and the strides they have made to meet the highest standards of customer service.”
Regional craft beers now available on Delta. (PRNEWSFOTO/DELTA AIR LINES)
The certification signifies that Delta’s Premium Sales and Service teams have attained the high benchmark established by J.D. Power for contact center customer service and operational excellence.
The certification process conducted by J.D. Power, the global marketing information services company, took months to complete and required Delta to pass an audit of best practices for contact centers. This included site visits to three of Delta’s seven U.S. centers, as well as achieving a minimum score on a comprehensive customer satisfaction survey randomly conducted by J.D. Power.
“We are proud and excited to receive this recognition from J.D. Power for the excellent customer service provided by our Premium Sales and Service specialists,” said Charisse Evans, vice president for Delta Reservation Sales and Customer Care. “Because customer surveys were a key component of the certification process, it means a great deal to us that our customers agreed with J.D. Power on the high level of service delivered by our dedicated Reservations team.”
To earn J.D. Power certification, centers must perform within the top 20 percent of customer service scores based on criteria that include a specialist’s courtesy, job knowledge and concern for the customer, promptness in answering customer calls and a timely resolution of the customer’s request or problem. J.D. Power also evaluates the customers’ ease in navigating a company’s interactive voice response system, the clarity of information provided by the system and the ease of understanding the phone menu prompts.
“Congratulations to the Delta Air Lines Premium Sales and Service team for earning this very demanding certification,” said Mark Miller, senior director at J.D. Power. “Our customer experience research shows that Delta’s Premium Sales and Service team delivered high agent courtesy and high agent knowledge, and that callers were able to reach an agent quickly.” (Delta)
