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Capital One credit card call centers get higher JD Power approval

by on Wed April 25, 2012 • No Comment

While we like the Capital One Venture card for easy 2% travel rewards without much fuss, some of our readers are skeptical because of Capital One’s prior reputation for customer service.

We personally haven’t had any issues with them, but in 2009 JD Power gave them a score of 679 out of 1,000 in credit card customer satisfaction, versus an average for the industry of 703, and American Express scoring the high at 762.

Since then Capital One has improved…

  • In 2011 it improved its JD Power score to 720 vs an average for the industry of 731
  • In February 2012 it has achieved JD Power quality certification across all of its credit card call centers

The call center certification is interesting because it shows the company is making a concerted effort to change the experience.

To obtain JD Power certification for its call centers Capital One needs to successfully pass a detailed audit of recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. Additionally, J.D. Power and Associates conducted a random survey of Capital One Credit Card customers who recently contacted the call centers.

For certification, a call center must perform within the top 20 percent of customer service scores evaluating a customer service representative’s courtesy, knowledge, concern for the customer, information provided and time taken to resolve the issue. The call center also is scored on its operating hours and the ease of reaching a representative.

This was the first certification for the bulk of Capital One’s credit card call centers, but it is the 2nd year in a row for the ‘High Value’ credit card service center (which services cards like the Capital One Venture) and the Small Business credit card center. In other words, they have found something that works and have now spread it across their credit card organization.

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