Stahlin Non-Metallic Enclosures Recognized for Call Center Customer Satisfaction Excellence by J.D. Power and Associates
Belding, MI - Stahlin Non-Metallic Enclosures, manufacturers of the world's most frequently specified fiberglass electrical enclosures, has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.SM This distinction acknowledges a strong commitment from Stahlin Non-Metallic Enclosures' call center operations to provide an outstanding customer service experience.
Stahlin Non-Metallic Enclosures' call center operations in Belding, Mich., handle more than 50,000 telephone, e-mail and fax inquiries with customers per year. To become certified, the call center operations successfully passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of Stahlin Non-Metallic Enclosures' customers who recently contacted its call centers.
"Our non-metallic enclosures are now the only products of their type that have achieved the J.D. Power and Associates certification for customer service," said Jeff Seagle, president of Stahlin Non-Metallic Enclosures. "This is yet another way we have demonstrated to users of Stahlin products that our world-class product quality is backed, at no additional cost, by comparable quality in service to our customers."
For certification status, a call center must also perform within the top 20 percent of customer service, which is based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The criteria include evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
"Customer interactions with a call center can have a profound and lasting impact on overall customer satisfaction and loyalty," said Steve Kirkeby, senior director of the telecommunications practice at J.D. Power and Associates. "The outstanding performance of Stahlin Non-Metallic Enclosures' representatives in handling calls and solving problems for their clientele is evidence of the division's commitment to serving its customers."
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
For additional information on Stahlin Non-Metallic Enclosures or any of their products contact:
Sam Layle, 500 Maple St. Belding, MI 48809. Phone 616-794-0700. Fax: 616-794-3378. Email: slayle@robroy.com. Web: www.stahlin.com.
High Resolution photo available upon request.
Nanette Gregory J4
407-432-7706
