Brink’s Earns 5th Consecutive Customer Service Honor


For the fifth consecutive year, J.D. Power and Associates has recognized Brink’s Home Security’s contact center operations for customer satisfaction excellence. The recognition falls under the J.D. Power and Associates Certified Call Center Program.

“Considering customers place a high value on their call center experience, providing them with a consistent, positive interaction year after year is very important,” says Gail Gross, senior director of certification programs at J.D. Power and Associates. “In particular, customers of the Brink’s Home Security call centers note great satisfaction with timely resolution of problems or requests.”

To become certified, the call center operations located in Irving, Texas, and Knoxville, Tenn., 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 Brink’s Home Security customers who recently contacted its call centers, which handle nearly 14 million telephone calls, alarm responses and E-mail inquiries from customers annually.

“The safety and security of our customers is our number one priority,” says Carole Vanyo, senior vice president of customer operations at Brink’s Home Security. “We are proud to achieve this recognition for the fifth year in a row and believe that this external certification reflects all of our employee’s exceptional commitment to customer service excellence every day.”

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