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Robroy Industries Conduit Division Recognized for Call Center Customer Satisfaction Excellence for a Second Consecutive Year
J.D. Power and Associates Reports
Date: 12/21/2007
J.D. Power and Associates Reports:
WESTLAKE VILLAGE, Calif.: 12 December 2007 — For a second consecutive year, Robroy Industries Coated Conduit Division, manufacturers of Plasti-Bond RedH2OT PVC-coated galvanized conduit, has been recognized for call center operation customer satisfaction excellence under the
J.D. Power and Associates Certified Call Center Program.SM This distinction acknowledges a strong commitment by Robroy Industries Conduit Division’s call center operations to provide “An Outstanding Customer Service Experience.”
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Customer ratings for call center representatives at Robroy Industries Coated Conduit Division are particularly high, which indicates the organization does well in equipping their representatives with the knowledge and skills necessary to efficiently handle customer inquiries,” said Jonathan Brookner, director of the call center certification program at J.D. Power and Associates. “In particular, customers give the Robroy Industries Coated Conduit Division call center high ratings in the courtesy they extend to callers and the knowledge they bring when interacting with customers.”
Robroy Industries Conduit Division’s call center operations in Gilmer, Texas, handles nearly 50,000 telephone, e-mail and fax inquiries with customers per year. To become certified, the call center operation successfully passed 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 Robroy Industries Conduit Division’s customers who recently contacted its call centers.
For certification status, a call center must also perform within the top 20 percent of customer service scores, which is based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The criteria used include evaluation of: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
“Our PVC-coated galvanized rigid conduit brands are now the first products of their type to have achieved the
J.D. Power and Associates certification for customer service for a second year in a row,” said David Marshall, president of Robroy Industries Conduit Division. “This is yet another way we have demonstrated to users of Plasti-Bond, Perma-Cote and KorKap that our world-class product quality is backed, at no additional cost, by comparable quality in service to our customers.”
The Call Center Certification Program was launched by J.D. Power and Associates 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 for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranty and insurance to telecommunications, healthcare and office products.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3 billion. Additional information is available at http://www.mcgraw-hill.com.
Media Relations Contacts:
John Tews
Ranita Patel
J.D. Power and Associates
Robroy Industries Conduit Division
Troy, Mich. 48098
Gilmer, Texas 75644
(248) 312-4119 (903) 843-5591
john.tews@jdpa.com
rpatel@robroy.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate
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