For the 11th consecutive year, the J.D. Power Certified Customer Service Program has recognized Bank of America’s Corporate, Commercial and Business Banking contact centers, which include card servicing, for providing “An Outstanding Customer Service Experience.”
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“Congratulations to the entire team at Bank of America Corporate, Commercial and Business Banking Services for providing an outstanding customer service experience with live phone support for the 11th consecutive year,” said Mark Miller, practice leader, Customer Service Advisory at J.D. Power. “Eleven years is an amazing feat, and this year during unprecedented times, our research indicated strengths in each of the top customer experience attributes we measure for the live phone channel. Bank of America’s Corporate, Commercial and Business Services contact centers remain the industry’s only commercial bank with the Certified Customer Service designation.”
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The 2020 certification survey was conducted amid business contingency planning and execution related to the coronavirus. While working remotely, teams successfully completed all 40 rigorous evaluation requirements, including call listening exercises, front-line advisor and manager interviews, and process assessments. The assessment includes a client survey phase and site evaluation phase:
- Phone interviews conducted with randomly selected bank clients conveyed the bank’s promptness, knowledge, courtesy, concern and timeliness in issue resolution.
- Traditional on-site evaluation meetings were executed in remote settings with front-line advisors, key site leaders and business partners to assess the bank’s service and support, daily processes, team dynamics and management practices. The bank achieved a perfect rating of 100% compliance with key requirements.
“Our teams continue to deliver an exceptional client experience — even amid business contingency deployment,” said Paul Simpson, Global Banking and Markets Operations and Regional Technology and Operations executive. “This year’s J.D. Power certification is a clear testimonial of our teammates’ ability to quickly adapt to remote work and seamlessly serve our clients when they need us most.”
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