Alliance Data receives 'excellence' certification

Alliance Data’s card services business, with an office in Coeur d’Alene, has received BenchmarkPortal’s “Center of Excellence” certification for the 13th time, a record for the financial services/credit category.

“With more than 6,400 associates in our eight U.S.-based customer care centers who serve as an extension of our partners’ brands through every interaction, Alliance Data takes enormous pride in the exceptional quality of service that we deliver to our cardmembers,” said Sallie Komitor, chief services officer for Alliance Data’s card services business, in a news release. “These achievements, which stand out in the financial services and credit industry, are the result of focused training, innovative tools, and genuine compassion, and they demonstrate our commitment to creating positive customer experiences that foster a deeper relationship between the customer and the brand.”

BenchmarkPortal’s “Center of Excellence” certification is presented to the top 10 percent of all customer care centers based on quality, cost, efficiency, effectiveness, and overall performance.

Key results:

- High caller satisfaction: Customers calling into Alliance Data customer care centers experience a resolution with one call 3 percent more often than the industry average.

- Best-in-class customer experience: Customers express a 7 percent higher level of satisfaction when calling into an Alliance Data customer care center and calls are answered 33 percent faster.