The renowned global marketing information firm known for surveys of customer satisfaction—J.D. Power and Associates—recently announced that it has certified three Ameren customer contact centers for providing “An Outstanding Customer Service Experience.”
The customer contact centers of AmerenCIPS in Pawnee, Ill., near Springfield; AmerenCILCO in Peoria, Ill.; and AmerenUE, which has contact center locations in St. Louis, Cape Girardeau and Jefferson City, Mo., join a select few electric or gas utility contact centers in the nation to receive this certification.
The recognition followed a two-day on-site visit by J.D. Power and Associate auditors, who conducted interviews with a wide-range of employees from several different departments. During that phase, the companies also provided hundreds of pages of documents for auditors’ review. The second phase of the certification process involved a customer satisfaction survey asking customers to rate the customer contact center agents on such qualities as courtesy, knowledge and concern for their customers’ needs.
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