Capital One Direct Banking Earns J.D. Power and Associates Distinction for Providing Outstanding Customer Service for Third Consecutive Year
McLean, Va. (June 1, 2011) – For the third consecutive year, Capital One Direct Banking (www.capitalone.com/directbanking) has been recognized for its call center’s customer service under the J.D. Power and Associates Call Center Certification Program.SM The company’s call center is recognized for providing “An Outstanding Customer Service Experience.”
Located in Richmond, Va., the call center received the recognition by successfully passing a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. Additionally, J.D. Power and Associates conducted a random survey of Capital One Direct Banking customers who recently contacted the bank’s call center.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /?>
“This annual award demonstrates our call center associates’ dedication and continual focus on customer satisfaction,” said Mark Elliot, Executive Vice President for Consumer Banking at Capital One Bank. “It also recognizes that we are delivering industry-leading customer service. Our online banking customers have demonstrated very high loyalty thanks to the differentiated service we provide.”
For certification status, a call center must perform within the top 20 percent of customer service scores evaluating a customer service representative’s courtesy, knowledge, concern for the customer, information provided and time taken to resolve the issue. The call center also is scored on its operating hours and the ease of reaching a representative.
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.
For J.D. Power and Associates 2010 Call Center Certification ProgramSM information, visit jdpower.com.
Capital One Financial Corporation (www.capitalone.com) is a financial holding company whose subsidiaries, which include Capital One, N.A. and Capital One Bank (USA), N.A., had $125.4 billion in deposits and
$199.3 billion in total assets outstanding as of March 31, 2011. Headquartered in McLean, Virginia, Capital One offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Capital One, N.A. has approximately 1,000 branch locations primarily in New York, New Jersey, Texas, Louisiana, Maryland, Virginia and the District of Columbia. A Fortune 500 company, Capital One trades on the New York Stock Exchange under the symbol "COF" and is included in the S&P 100 index.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information onCertifications and Consulting car reviews and ratings; car insurance; health insurance; cell phone ratings; and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a global information and education company providing knowledge, insights and analysis in the financial, education and business information sectors through leading brands including Standard & Poor’s, McGraw-Hill Education, Platts, and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2009 were $5.95 billion. Additional information is available at http://www.mcgraw-hill.com/.