J.D. Power and Associates Reports: Brink’s Home Security Recognized for a Fifth Consecutive Year for Providing an Outstanding Customer Service Experience
WESTLAKE VILLAGE, Calif.: 6 March 2008 - Brink’s Home Security has been recognized for call center operation customer satisfaction excellence for a fifth consecutive year under the J.D. Power and Associates Certified Call Center Program.SM This distinction acknowledges a strong commitment from Brink’s Home Security call center operations to provide “An Outstanding Customer Service Experience.”
“Considering customers place a high value on their call center experience, providing them with a consistent, positive interaction year after year is very important,” said Gail Gross, senior director of certification programs at J.D. Power and Associates. “In particular, customers of the Brink’s Home Security call centers note great satisfaction with timely resolution of problems or requests.”
To become certified, the call center operations located in Irving, Texas, and Knoxville, Tenn., successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Brink’s Home Security customers who recently contacted its call centers, which handle nearly 14 million telephone calls, alarm responses and e-mail inquiries from customers annually.
For certification status, a call center must also perform within the top 20 percent of customer service, which is based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The criteria used include evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
“The safety and security of our customers is our number one priority,” said Carole Vanyo, senior vice president of Customer Operations at Brink’s Home Security. “We are proud to achieve this recognition for the fifth year in a row and believe that this external certification reflects all of our employee’s exceptional commitment to customer service excellence every day.”
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at  http://www.mcgraw-hill.com.
Media Relations Contacts:
John Tews
J.D. Power and Associates
Troy, Mich.
(248) 312-4119
john.tews@jdpa.com
David Simon
Brink’s Home Security
Irving, Texas
(972) 871-3778
dave.simon@brinks.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate
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