COLUMBUS, Ohio, April 16, 2020 -- Alliance Data’s card services business, a provider of market-leading private label, co-brand and commercial card programs, has received BenchmarkPortal’s “Center of Excellence” certification for a record-setting 15thtime in the financial services/credit industry. Placing as a Top Contact Center for large size centers with over 250 seats, the award demonstrates the Company’s customer-centric focus in addition to its operational excellence.
“Alliance Data takes immense pride in the quality experience our cardmembers have when interacting with our associates in our Care Centers,” said Erick Carter, Global Head of Customer Experience and Enterprise Services for Alliance Data Card Services. “Even in challenging times, our associates never lose sight of the cardmember experience. By focusing on training, innovative tools and technology and personal customer service, our Care Centers can consistently deliver positive customer experiences that strengthen loyalty for our brand partners in any circumstance.”
KEY RESULTS:
Best-in-class customer experience: Alliance Data Care Centers answer calls 65% faster than the industry average. Customers, on average, spent 84% less time in queue than the industry average.
BenchmarkPortal awards the “Center of Excellence” designation to customer service contact centers that rank in the top 10% of the contact centers surveyed. They are judged against a balanced scorecard of metrics for efficiency and effectiveness. Compared to the industry, contact centers that demonstrate superior performance on both cost and quality-related metrics earn the award.
These results, based on BenchmarkPortal’s methodology, demonstrate the importance Alliance Data places on exceptional customer service. By continually investing in its associates, and focusing on creating an environment of collaboration with its brand partners, Alliance Data continues to improve its metrics and excel in key areas, including customer satisfaction, the speed at which calls are answered and a lower time in caller queues.
“Maintaining high levels of excellence in the center over a period of years is a wonderful testimony to the contact center management team, the frontline agents – as well as senior managers, who support and encourage this excellence,” said Bruce Belifore, Chief Executive Officer of BenchmarkPortal. “Alliance Data’s contact center professionals have shown exceptional dedication and results, for which I commend them.”
BenchmarkPortal’s activities began in 1995, and today it is a global leader in the contact center industry. Maintaining the world’s largest call center metrics database, it provides benchmarking, certification, training, consulting and industry reports.
About Alliance Data Card Services
Alliance Data Card Services develops market-leading private label, co-brand and commercial credit card programs for many of the world's most recognizable brands. Through our branded credit programs, we help build more profitable relationships between our partners and their cardmembers, and drive lasting loyalty.
Using the industry's most comprehensive and predictive data set, advanced analytics, and broad-reaching capabilities, Alliance Data's card services business has been helping partners increase sales and provide greater value to their cardmembers since 1986. We are proud to be part of the Alliance Data enterprise (NYSE: ADS), an S&P 500, FORTUNE 500 and FORTUNE 100 Best Companies to Work For company headquartered in Columbus, Ohio. To learn more, visit KnowMoreSellMore.com, follow us on Twitter @Know_SellMore, and connect with us on LinkedIn at Alliance Data card services.
About BenchmarkPortal
From its origins in 1995, BenchmarkPortal has become a global leader in the contact center industry, providing benchmarking, certification, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information, please call 1-800-214-8929 or visit www.BenchmarkPortal.com.
About “Center of Excellence” Certification
Contact centers and their managers who wish to implement best practices and obtain world-class performance in their industry have a unique opportunity to certify their call centers. BenchmarkPortal’s rigorous certification process has the advantage of referencing all performance goals to their best practice database of thousands of contact centers. Thus, contact centers will be held to performance levels that willimprove their competitive position, not just force them to adhere to an arbitrary standard. Discover what the steps to certification are and how they will improve your center’s performance. www.benchmarkportal.com/contact-center-certification/.
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Media Contact
Rachel Stultz, Alliance Data
614-729-4890
rachel.stultz@alliancedata.com
