IRVING, Texas — Brink’s Home Security’s call center has been honored by market evaluation firm J.D. Power and Associates for sustaining a high customer satisfaction level. Brink’s has been certified under J.D. Power’s Certified Call Center Program™, which only certifies call centers that perform within the top 20 percent of companies nationwide for customer service.
“We had to reduce the need for our customers to call,” says Carole Vanyo, senior vice president of customer operations for Brink’s. “Accordingly, we constantly evaluate interactions, expectations and satisfaction.”
Vanyo says Brink’s call center focuses on one contact resolution vs. average handle time as well as making improvements based on customer feedback. This has meant a strong emphasis on the hiring process. “Our employees are highly trained to deliver the necessary service to ensure we get it right the first time.”
