COLUMBUS, Ohio, April 26, 2021 - Alliance Data Card Services has received BenchmarkPortal’s “Center of Excellence” certification for a record-setting 16th time in the financial services/credit industry. The repeated recognition of Alliance Data as a Top Contact Center demonstrates the Company’s customer-centric focus and unwavering commitment to operational excellence.
“Alliance Data takes immense pride in the quality service our Care Center associates provide our cardmembers,” said Tammy McConnaughey, EVP of operations and credit risk, Alliance Data Card Services. “Our customers faced unprecedented challenges in 2020, and through our dedication to training, innovative tools and technology, our Care Centers consistently delivered positive experiences. Our impeccable customer service builds cardmember loyalty and trust, and I applaud our team for this industry-leading recognition.”
BenchmarkPortal awards the “Center of Excellence” designation to customer service contact centers that rank in the top 10% of the contact centers surveyed. When compared to their industry peers, those contact centers that demonstrate superior performance on both cost and quality-related metrics earn the award.
Best-in-class customer experience: Highlighted by an overall customer satisfaction score of “Highly Satisfied,” customers also spend 55% less time in queue, and customer calls are answered 14% faster than the industry average.
Delivering an exceptional customer experience is a guiding principle at Alliance Data, with Care Center associates recognizing that every opportunity to connect with a cardmember matters. Whether communicating credit approval, answering cardmember questions or collecting a payment, Alliance Data associates are unwavering in their commitment to provide exemplary service during every interaction.
“Maintaining high levels of excellence in Care Centers 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, BenchmarkPortal. “Alliance Data’s Care 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.
Alliance Data Card Services
Alliance Data Card Services provides market-leading private label, co-brand, general purpose and commercial credit card programs, digital payments, including Bread®, and Comenity-branded financial services. Through our branded credit and payment programs, we help build more profitable relationships for many of the world’s most recognizable brands by driving lasting loyalty between our partners and their customers.
Using the industry’s most comprehensive and predictive data set, advanced analytics, and broad-reaching capabilities, Alliance Data Card Services has been helping partners increase sales and provide greater value to their customers for more than 30 years. We are proud to be part of the Alliance Data enterprise (NYSE: ADS), a FORTUNE 500 and S&P MidCap 400 company headquartered in Columbus, Ohio. To learn more, visit our website.
About Center of Excellence Certification
Contact centers and their managers who wish to implement best practices and attain world-class performance in their industry have a unique opportunity to certify their contact centers. BenchmarkPortal’s rigorous certification process has the advantage of referencing all performance goals to their best practices database of thousands of contact centers. Thus, contact centers will be held to performance levels that will improve 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/
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 on BenchmarkPortal please call 1-800-214-8929 or visit www.BenchmarkPortal.com.
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Rachel Stultz – Media