J.D. Power and Associates Recognizes IBT Solutions for Call Center Performance

By Susan J. Campbell

TMCnet Contributing Editor

 

IBT Solutions, a Nicor Services Company, has garnered recognition from J.D. Power and Associates for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program. This acknowledgment demonstrates the company’s strong commitment to providing “An Outstanding Customer Service Experience.” IBT Solutions is among an elite group of very few energy companies in the nation to receive this certification.

IBT Solutions currently handles more than one million inbound transactions annually, including calls, e-mails and web transactions. To earn certification, the call center must pass a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities.

Recent call center customers were randomly surveyed by J.D. Power and Associates as part of the evaluation. A call center must perform within the top 20 percent of customer service, based on benchmarks established in J.D. Power and Associates cross-industry customer satisfaction research. The firm used such criteria as courtesy, knowledge, concern for the customer, usefulness of the information provided, convenience of operating hours, ease of reaching a representative and timely resolution.

“The environment at IBT reflects an equal emphasis on the employee and the customer -- a commitment to their mutual satisfaction," said Barbara Porter, general manager of IBT, in a Wednesday statement.

"Our philosophy is based on the notion that 'An Outstanding Customer Service Experience' starts with the employee. The J.D. Power and Associates certification is a proud moment in our history, and an independent confirmation that our commitment to employees and customers delivers results for our business partners.”

“A quality service experience has been the foundation of our partnerships with utility companies -- and their customers -- across the country,” said Chris Childress, president, Nicor Services, the parent company to IBT, in Wednesday’s statement.


"We have built on this customer service foundation by offering warranty and energy plans that appeal to homeowners, solidifying our partners’ relationship with their customers.”

Owned by Nicor Services, IBT Solutions markets “Home Solutions,” a proprietary line of customizable home warranty and energy plans that can be co-branded with utility and energy companies to build sustainable earnings and strong customer relationships. The company also provides customer-facing services, such as phone and e-based customer service as well as new mover/connection services.

IBT has taken what some may consider a backwards approach to customer service by beginning the customer service delivery with the employee. Call centers consistently face increased pressures to cut costs and the employee base is usually the first to suffer. However, what these firms fail to realize is that this also has an adverse affect on the customer base as well.

By approaching each individual as valuable as the next, IBT is taking the ultimate approach to customer service and reaping the benefits. Perhaps recognition from a firm as credible as J.D. Power and Associates will make a few other call centers sit up and take notice that customer service comes from within.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.