GREEN BAY, Wis., Feb. 12, 2018 /PRNewswire/ -- For the third
straight year, Associated Bank's contact center operations have
been recognized for customer service excellence in its live phone
channel by the J.D. Power Certified Contact Center Program.℠
As part of its rigorous evaluation, J.D. Power conducted a
detailed operational evaluation that included recruiting, training,
management and quality assurance capabilities. The process also
included a random survey of Associated Bank customers who recently
called its contact centers in Green Bay,
Wis., and Stevens Point,
Wis. Associated Bank ranked in the top 20 percent of all
benchmarks.
"Associated Bank is being recognized once again for providing
superior service to their customers and has the honor of touting a
Certified Contact Center status," said J.D. Power. "This
certification is difficult to achieve and it demonstrates
Associated's continued commitment to providing an outstanding
customer experience through the live phone channel."
Philip B. Flynn, Associated Bank
president and CEO, said the company takes great pride in J.D.
Power's certification. "Exceptional customer experience is at the
heart of what we do and we are honored to receive this J.D. Power
certification," said Flynn. "It demonstrates that the commitment to
our customers is a top priority for our employees and confirms our
high standards for customer service."
"This recognition proves that we are effectively listening to
our customers, responding to their needs and adapting to their
preferences and behaviors for a better banking experience," said
Flynn. "We are incredibly proud of our dedicated employees who are
consistently looking for new and better ways to serve our
customers."
Launched by J.D. Power in 2004, the Certified Contact Center
Program evaluates overall customer satisfaction with live phone
interactions and helps organizations in various industries increase
their efficiency and effectiveness by establishing and continually
updating leading practices for handling service calls. The Program
certifies the live phone channel, the IVR self-service channel and
the Web self-service channel.
To achieve certification:
- A contact center must perform within the top 20 percent of
customer service scores, which are based on benchmarks established
in J.D. Power's cross-industry customer satisfaction research.
- The evaluation criteria includes the customer service
representatives' courtesy, knowledge and concern for the customer,
promptness in speaking to a person and timely resolution of the
problem or request.
- The experience with the automated phone system is evaluated
based on the clarity of the information provided, ease of
navigating the phone menu prompts and ease of understanding the
phone menu instructions.
In celebration of its certification, Associated Bank will invite
new and existing customers to Experience the Better Side of
Banking™ through marketing programs that reward customers for their
patronage. For more information, visit
AssociatedBank.com/JDPower.
ABOUT ASSOCIATED BANC-CORP
Associated Banc-Corp (NYSE:
ASB) has total assets of $33 billion
and is one of the top 50 publicly traded U.S. bank holding
companies. Headquartered in Green
Bay, Wisconsin, Associated is a leading Midwest banking
franchise, offering a full range of financial products and services
from over 200 banking locations serving more than 100 communities
throughout Wisconsin, Illinois and Minnesota, and commercial financial services
in Indiana, Michigan, Missouri, Ohio and Texas. Associated Bank, N.A. is an Equal
Housing Lender, Equal Opportunity Lender and Member FDIC. More
information about Associated Banc-Corp is available at
www.associatedbank.com.
ABOUT J.D. POWER
J.D. Power is a global leader in
consumer insights, advisory services and data and analytics. These
capabilities enable J.D. Power to help its clients drive customer
satisfaction, growth and profitability. Established in 1968, J.D.
Power is headquartered in Costa Mesa,
Calif., and has offices serving North/South America, Asia
Pacific and Europe.
Contact: Jennifer
Kaminski
Vice President | Public Relations Senior
Manager
920-491-7576
Jennifer.Kaminski@associatedbank.com
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SOURCE Associated Banc-Corp