WESTLAKE VILLAGE, Calif., April 14 /PRNewswire/ -- HealthFusion, a national clearinghouse for healthcare transactions, 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 the HealthFusion call center operations to provide "An Outstanding Customer Service Experience."
To become certified, the HealthFusion call center operation located in Solana Beach, Calif., successfully passed a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of HealthFusion customers who recently contacted its call center.
"HealthFusion passed rigorous standards to achieve certification, underscoring their commitment to customer satisfaction," said Gail Gross, senior director of certification programs at J.D. Power and Associates. "Call center customers are particularly pleased with the knowledge and availability of customer service representatives, as well as with the timely resolution of their problems or requests."
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates' cross-industry customer satisfaction research. The criteria used 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.
"We are honored to be recognized for providing outstanding customer service, which demonstrates our commitment to operational excellence," said Dr. Sol Lizerbram, chairman of HealthFusion. "The distinction of being the first healthcare clearinghouse/practice management system company to be the recipient of this prestigious J.D. Power and Associates recognition is a tribute to everyone involved in our organization."
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.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com.
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/corporate
SOURCE J.D. Power and Associates