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Florida’s Turnpike Enterprise SunPass Program Recognized for Providing an Outstanding Customer Service Experience for a Second Time |
WESTLAKE VILLAGE, Calif.: 9 April 2007 —Florida’s Turnpike Enterprise, which owns and operates a 460-mile system of limited-access toll highways, and conducts revenue collection for an additional 140 miles of toll roads and bridges, and its SunPass Program have been recognized for call center operation customer satisfaction excellence for a second time as part of the J.D. Power and Associates Certified Call Center Program.SM This distinction acknowledges a strong commitment from SunPass’ call center operations to provide “An Outstanding Customer Service Experience.”
The SunPass Program of Florida’s Turnpike Enterprise’s call center operations in Boca Raton and Ocoee, Fla., handle more than 4 million customer telephone or e-mail inquiries per year. To become certified, the call center operations successfully passed 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 SunPass customers who recently contacted its call centers.
“Sunpass’ customers are very satisfied with the overall call center experience, which is particularly evident by the high ratings they give in the timely resolution of problems or requests, and the ease of getting through to a representative,” said Jonathan Brookner, director of the telecommunications practice at J.D. Power and Associates. “Customer interactions with a call center can have a lasting impact on overall satisfaction and loyalty, and Sunpass’ customer service reps are clearly a key asset to the success of their call center.”
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The criteria used include evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
“The establishment of the SunPass call center to meet the needs of our customers is a high priority for Florida’s Turnpike Enterprise,” said Jim Ely, executive director of the 50-year-old agency. “Recertification of the call center this year by such a distinguished organization as J.D. Power and Associates confirms that our commitment to customer service continues to be a hallmark of our organization.”
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, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
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