J.D. Power recognizes Caremark call center customer satisfaction

WOONSOCKET, R.I. CVS Caremark has once again been recognized by J.D. Power and Associates Certified Call Center Program for customer satisfaction excellence.

“It is a testament to Caremark’s strong commitment to providing the highest level of service and I want to personally thank our customer care teams and all of our colleagues companywide who support them,” stated Howard McClure, president of Caremark Pharmacy Services.

It is a distinction the company has held since 2006. The J.D. Power and Associates launched the Call Center Certification Program in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices.

In order to qualify for certification, a call center must perform within the top 20th percentile of all centers evaluated nationwide, based on benchmarks established by J.D. Power and Associates for courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution of issues. Call centers must also pass a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. In addition, a random survey is conducted of Caremark’s customers who recently contacted its call centers.

Caremark Customer Care Centers in Arizona, Missouri, Tennessee and Texas are included in the certification. In 2009, Caremark will submit a former CVS PharmaCare call center location in Pennsylvania for corporate certification for the first time.