Retail Banking, U.S. Credit Card and Small Business Credit Card Call
Centers Certified
MCLEAN, Va.--(BUSINESS WIRE)--Feb. 7, 2012--
Capital
One (NYSE:COF) has been recognized by J.D. Power and Associates for
outstanding customer service across its Retail Banking, U.S. Card and
Small Business Card call centers. The call centers received
certification by successfully passing a detailed audit of their
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 Bank
and Credit Card customers who recently contacted the call centers.
J.D.
Power and Associates recognized that this is a noteworthy
achievement for Capital One because it “demonstrates their commitment to
providing an outstanding customer experience across each of their
certified business lines…Capital One managed, collaborated and utilized
both internal and external resources to meet the needs of Capital One’s
largest U.S. customer base.”
While this is the first certification for the Retail Banking and some of
the U.S. Card call centers, other Capital One call centers are
delivering repeat performances, including National Direct Bank (three
years in a row), Small Business Card servicing (two years in a row) and
U.S. Card’s High Value Servicing call center (two years in a row).
“Capital One made a commitment several years ago to transform our
customer experience, and these certifications are milestones that
demonstrate our progress even as we continue to raise our game,” said
Heather Cox, EVP of Capital One Card Operations. “Our customer
satisfaction scores have been consistently rising across the board at
Capital One, and our associates are working tirelessly to deliver
exceptional service to our customers.”
“Earning J.D. Power certification across our Bank and Card businesses is
reflective of our intense focus on the customer experience and it is
reaffirming to know that we are living up to the high standard set by
J.D. Power,” said Katherine Busser, EVP of Capital One Bank Operations.
“That we received all of these certifications within a short amount of
time of one another demonstrates our commitment to ensuring the highest
customer satisfaction and continuous improvement.”
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.
For J.D. Power and Associates 2011 Call Center Certification ProgramSM
information, visit jdpower.com.
About Capital One
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 $128.2 billion in
deposits and $206.0 billion in total assets outstanding as of December
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 on 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.
About 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/.
Source: Capital One Financial Corporation
Capital One Financial Corporation
Amanda Landers, 703-720-2478
amanda.landers@capitalone.com