Customer Service Excellence Award Highlights Strong Commitment by APX Alarm Security Solutions Inc. to Provide the Highest Level of Call Center Service in the Industry.
PROVO, Utah -- APX Alarm Security Solutions has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program(SM). This distinction acknowledges a strong commitment from the APX Alarm Security Solutions call center operation to provide "An Outstanding Customer Service Experience."
APX Alarm Security Solutions' call center operation, located in Provo, Utah, handles nearly 1.5 million telephone calls, faxes and e-mails from customers annually. To become certified, the call center operations successfully passed a detailed audit of their recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of APX Alarm Security Solutions customers who recently contacted its call center.
According to J.D.Power and Associates, APX Alarm Security Solutions has demonstrated its keen focus on providing highly satisfying customer service by surpassing rigorous standards to achieve certification. Call center customers are particularly pleased with the courtesy, knowledge and concern of customer service representatives, who are clearly a key asset to the success of the call center operation.
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 evaluation criteria includes: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
"Our goal from the outset of creating APX Alarm was to be the very best in our industry," said Todd Pedersen, CEO of APX Alarm Security Solutions. "This certification is a great indicator that we are on our way toward that goal."
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 warranties and insurance to telecommunications, healthcare and office products. APX Alarm Security Solutions received the award at ceremonies held on Saturday, Aug. 2 attended by nearly 1,000 employees and members of the media.
About APX Alarm
APX Alarm provides residential security to customers throughout North America. Since its founding in Provo, Utah in 1999, APX has installed almost 500,000 home security systems. The company has an average annual growth rate of 105 percent since it began operations. Additional information can be found by visiting our web site.