For the second year in a row, J.D. Powers and Associates awards Cinergy the call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center ProgramSM for 2005. Cincergy provides energy to the states of Indiana, Kentucky, and Ohio.
J.D. Power and Associates conducted customer satisfaction research, including a random survey of Cinergy customers. Cinergy was rated according to these criteria: courtesy of the customer service representative (CSR); knowledge of the CSR; the CSR’s concern for the customer questions and/or problem; usefulness of the information provided; convenience of customer service operating hours; ease of getting through to a CSR; and the timely resolution of the customer’s problem, question or request.
“Cinergy’s call center operations far surpassed the rigorous standards of the certification process, receiving particularly very high ratings from customers for its customer service representatives,” said Steve Kirkeby, senior director of the telecommunications practice at J.D. Power and Associates. “Customer interactions with a call center can have a profound and lasting impact on overall customer satisfaction and loyalty. This re-certification demonstrates Cinergy’s strong commitment to providing customers with a consistent, positive experience with its call centers.”
“Excellent customer service doesn’t just happen. It takes committed employees who are dedicated to making a difference—one customer at a time,” said Todd Arnold, vice president of Customer Care at Cinergy.
Cinergy’s call centers in Plainfield, Ind., and Cincinnati, Ohio handles more than 5 million telephone, e-mail and fax interactions on a yearly basis.
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