Certified customer service.
In May 2007, J.D. Power and Associates Certified Call Center ProgramSM* certified Staples Contract call centers for customer satisfaction excellence for the fourth consecutive year. Staples is the first in the office products industry, and one of the first companies nationwide, to have its call centers certified by J.D. Power and Associates.
Our call centers passed a rigorous audit of quality assurance capabilities, management roles and responsibilities, and associate recruiting and training. In addition, J.D. Power and Associates measured Staples' service excellence by surveying customers who recently contacted the call centers and Staples exceeded the threshold for certification.
With more than 90% of our orders processed electronically, Staples Business Advantage has transitioned our Customer Service teams from order support to solution providers for our customers. We now focus our resources on outbound, proactive calls that provide updates on back orders, delayed orders and product availability on special orders.
Our Customer Service teams are now trained to be able to respond to the increase in StaplesLink.com® and third-party-system-related questions. They've also received product-specific training in order to enhance their ability to fully answer product questions.
Our Customer Service representatives are empowered to come through with an answer for a customer on the customer's very first call to SBA. The Customer Service representative is responsible for getting back to the customer with the solution and the customer never has to make a follow-up call.
*For J.D. Power and Associates Certified Call Center ProgramSM information, visit www.jdpower.com or call 1-866-842-7548