Alliance customer service operations lead peer and industry groups in critical customer service benchmarking metrics
DALLAS, Texas, Dec. 12, 2003 – BenchmarkPortal, an affiliate of Purdue University’s Center for Customer-Driven Quality, announced that Alliance Data Systems, a leading provider of transaction services, marketing services and credit services, has been recognized for achieving customer service excellence across all of its call center operations. Alliance received “Best in Class” certification for the centers – the highest ranking possible – and placed among the top 10 percent of all call centers evaluated by BenchmarkPortal in its latest customer service benchmarking survey.
Alliance’s retail call centers provide customer service operations for more than 55 leading retailers’ private label credit card programs.Anita Rockwell, director of Business Intelligence for BenchmarkPortal said, “Alliance Data Systems has what most call centers are searching for – talented, loyal employees, well-defined processes, exceptional performance results and an upbeat, creative environment.” In the survey, BenchmarkPortal monitored 28 industry segments, including financial services and retail, measuring call centers for excellence in customer service against the world’s largest database of call center best practices. Alliance’s call centers were evaluated and compared on key drivers of successful performance in customer service, which include operational efficiency, service level standards, process management, and the overall level of each center’s leadership, resources and employee training. Additionally, during a two-day visit to each site, BenchmarkPortal reviewed Alliance’s call centers on other factors which contribute to customer service excellence, including overall work environment, work culture and employee morale.
Dr. Jon Anton, founder of Purdue University’s Center for Customer-Driven Quality, recognized the Alliance facilities’ achievement by stating, “The impressive performance by Alliance Data Systems is a direct result of a senior leadership team that understands the benefits of balancing state-of-the-art performance in hiring, developing and retaining their talent, with the ability to focus on the right metrics to provide call centers that deliver consistently exceptional results.” “We are extremely pleased by these outstanding results, as recognized by such respected groups as BenchmarkPortal and Purdue University,” said Ivan Szeftel, president, Retail Services for Alliance Data Systems.
“Alliance’s passionate approach to providing superior customer care makes Alliance unique and a leader in our industry. Each and every Alliance call center associate takes special pride in treating customers as thoughtfully and respectfully as our retailer partners do, as evidenced by this ‘Best in Class’ recognition. Outstanding customer service is, and will always be, one of our fundamental commitments.”
BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. Visit the company's web site at www.benchmarkportal.com
About Alliance Data Systems
Based in Dallas, Alliance Data Systems (NYSE: ADS) is a leading provider of transaction services, credit services and marketing services. The company assists retail, petroleum, utility and financial services clients in managing the critical interactions between them and their customers. Alliance Data manages over 72 million consumer relationships for some of North America's most recognizable companies and operates and markets the largest coalition loyalty program in Canada. Alliance Data Systems employs approximately 7,000 associates at more than 20 locations in the United States and Canada. For more information about the company, visit its Web site at www.alliancedatasystems.com