Caremark Customer Care Centers Recognized for Customer Satisfaction Excellence by J.D. Power and Associates Certified Call Center Program(SM)
February 04, 2009
"CVS Caremark is extremely pleased that J.D. Power and Associates has again certified the Caremark Customer Care Centers for customer service excellence," said Howard McLure, President of Caremark Pharmacy Services. "This is a testament to our longstanding commitment to delivering industry leading customer service. I congratulate our customer care teams and all of our colleagues across the company who support them. As the nation's leading provider of pharmacy services, we are proud of our customer care colleagues who work hard every day to help improve the quality of life for our customers."
In order to qualify for certification, a call center must perform within the top 20th percentile of all centers evaluated nationwide, based on benchmarks established by J.D. Power and Associates for courtesy; knowledge, concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative and timely resolution of issues. Call centers must also successfully pass 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 Caremark's customers who recently contacted its call centers.
Caremark Customer Care Centers in Arizona, Missouri, Pennsylvania, Tennessee and Texas are included in this certification.
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. For J.D. Power and Associates Certified Call Center Program(SM) information, please visit www.jdpower.com.