It isn’t often that big banks make the grade in customer service, but Bank of America is ready to show other institutions how it’s done. The large company’s Merrill Lynch Global Corporate and Commercial Banking Client Services division was recent recognized by J.D. Power and Associates as achieving “customer service excellence.”
The division has also been certified as part of J.D. Power’s Call Center Certification Program. To receive this merit, Bank of America had to jump through plenty of customer service hoops, allowing this company to boast on its new accomplishment with pride. This is the fourth year in a row the division has achieved this certification ranking.
“In achieving this certification for the fourth consecutive year, Bank of America Merrill Lynch Global Corporate and Commercial Banking Client Services has demonstrated that they are committed to providing an outstanding service experience to customers contacting its call centers,” Mark Miller, senior director at J.D. Power, stated in a company press release.
The new certification is good news for the bank, whose retail end has been plagued with customer complaints and accusations from former employees of less than credible business practices. J.D. Power, the same company that gave the institution this recent award, also ranked their retail division as the second-worst in the Southeast this year. Last year, the company came in rock bottom in the rankings.
How BoFA Landed Certification
To become certified through this J.D. Power program, Bank of America’s call centers had to pass an audit that involved more than 100 service practices, including:
• Recruiting and training
• Management roles and responsibilities
• Quality assurance
• Employee incentives
In addition to the audit, J.D. Power also conducted a random survey of Bank of America customers. All of the customers contacted had recently used one of the company’s call centers for assistance, including the locations in Charlotte, North Carolina, Norfolk, Virginia, Brea, California, and Jacksonville, Florida. All of these contact centers are within the bank’s corporate and commercial divisions.
More about the Call Center Certification Program
In an effort to bring positive customer service practices into focus, J.D. Power and Associates offers a number of programs to recognize businesses across a variety of industries that have excelled in their service efforts. The Call Center Certification Program was established to help high-achieving companies distinguish themselves from their competition. To receive this certification, companies must pass a rigorous audit involving 118 leading practices for call center operations and support.
To achieve certification status, the company must perform in the top 20 percent of customer service scores. The benchmarks that determine these scores are established through customer satisfaction research conducted by J.D. Power. In addition to the courtesy and professionalism of the service staff, the benchmarks include ease of navigation of the phone system and understanding the automated menu system.
Bank of America has plenty to crow about, with the fourth consecutive service certification for their corporate and commercial division. Now, maybe the retail side of the company can uses some of the practices of these call centers as a shining example on how to raise the bar on their service quality as well.