Delta customer engagement centers get contact center certification

Delta Air Lines´ (NYSE: DAL) said its reservations premium sales and service teams have been recognized for customer service excellence by the J.D. Power Certified Contact Center Program for the second year in a row.

The certification signifies that Delta´s Premium Sales and Service teams, which provide assistance to customers including SkyMiles Diamond, Platinum and Gold Medallion members, have attained the high benchmark established by J.D. Power for contact center customer service and operational performance.

The certification process conducted by J.D. Power, the global marketing information services company, took months to complete and required Delta to pass an audit of best practices for contact centers.

To earn J.D. Power certification, centers must perform within the top 20 percent of customer service scores based on criteria that include a specialist´s courtesy, job knowledge and concern for the customer; promptness in answering customer calls; and a timely resolution of the customer´s request or problem. J.D. Power also evaluates the customer´s ease in navigating a company´s interactive voice response system; the clarity of information provided by the system; and the ease of understanding the phone menu instructions.

J.D. Power said its research indicated, “Customers calling the Delta Premium Sales and Service team rated them particularly well on the automated phone system, as well as on their representatives´ courtesy, knowledge and concern; timeliness of resolution; and promptness in speaking to the representative.”

Delta Air Lines serves more than 170 million customers each year. Including its worldwide alliance partners, Delta offers customers more than 15,000 daily flights, with key hubs and markets including Amsterdam, Atlanta, Boston, Detroit, Los Angeles, Minneapolis/St. Paul, New York-JFK, New York-LaGuardia, Paris-Charles de Gaulle, Salt Lake City, Seattle and Tokyo-Narita.