CVS Caremark again recognized for excellence in customer service

WOONSOCKET, R.I. CVS Caremark announced on Wednesday that the J.D. Power and Associates Certified Call Center Program has once again recognized the company’s Customer Care Centers for customer satisfaction excellence.

This marks the third time that CVS Caremark has received this distinction.

The Call Center Certification Program, launched by J.D. Power and Associates in 2004, is designed to evaluate overall customer satisfaction with call centers and to help call centers improve efficiency and effectiveness.

“This is a testament to our longstanding commitment to delivering industry leading customer service. I congratulate our customer care teams and all of our colleagues across the company who support them. As the nation’s leading provider of pharmacy services, we are proud of our customer care colleagues who work hard every day to help improve the quality of life for our customers,” stated Howard McLure, president of Caremark Pharmacy Services.

In order to qualify, 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. As part of its evaluation, J.D. Power and Associates conducted a random survey of Caremark’s customers who recently contacted its call centers.

Caremark Customer Care Centers in Arizona, Missouri, Pennsylvania, Tennessee and Texas are included in this certification.