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January 25, 2008

CVS Caremark Call Center Recognized by J.D. Power and Associates for Customer Excellence

By Susan J. Campbell
TMCnet Contributing Editor

CVS Caremark must be celebrating its customer-centric success as the company has been recognized by J.D. Power and Associates Certified Call Center Program. This is the second time the company has been acknowledged for call center customer satisfaction excellence.

To receive this distinction is an indication that Caremark call center operations demonstrates a strong commitment to providing “An Outstanding Customer Service Experience.”

The Caremark call center handles nearly 50 million telephone, e-mail and fax inquiries from customers every year. To achieve certification, call center operations successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.

Caremark customers who had recently contacted its call centers were contacted randomly for a survey by J.D. Power and Associates as part of its evaluation.

"Caremark's successful call center operation is a clear demonstration of their dedication to meeting the needs of their customers," said Bob Caruso, executive director at J.D. Power and Associates, in a statement. "Caremark passed rigorous standards to achieve certification, which underscores their commitment to customer satisfaction."

A call center must also perform within the top 20 percent of customer service scores to achieve certification status. These scores are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research.

The criteria used in the evaluation include the assessment of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.

"We are delighted that J.D. Power and Associates has again certified the Caremark Customer Care Centers for customer service excellence and recognized the extraordinary dedication of our customer care teams in serving our clients and plan participants," said Howard McLure, president of Caremark Pharmacy Services, in a company statement.

McLure continued: "It is a testament to Caremark's strong commitment to providing the highest level of service and I want to personally thank our customer care teams and all of our colleagues companywide who support them."

J.D. Power and Associates launched the Call Center Certification Program in 2004 as a way to evaluate overall customer satisfaction with call centers and to help these centers to increase their efficiency and effectiveness by establishing best practices for handling service calls.

This distinction for CVS Caremark demonstrates the company’s approach to customer service is not only working, it is gaining attention from the well-respected J.D. Power and Associates.

More importantly, this distinction relies greatly on the responses from customers via the J.D. Power and Associates’ survey. CVS Caremark customers are satisfied with the service they receive when interacting with the call center, so much so that they are willing to share it. This achievement is just as important, if not more so, than the certification.

INTERNET TELEPHONY Conference & EXPO East 2008 (ITEXPO (News - Alert)) is going on now in sunny Miami, Florida! For the latest show news, please visit Rich Tehrani’s blog.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page. 


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