Social Media and Mobile Strategies Earn Discover Top Call Center Awards
Discover Recognized for Superior Thinking, Creativity and Execution
RIVERWOODS, Ill.--(BUSINESS WIRE)-- Discover has been named the winner of two 2012 Call Center Excellence awards by the International Quality & Productivity Center (IQPC). For the third consecutive year, Discover placed first in the category of "Best Performance Acting on Voice of the Customer and Voice of the Social Customer." Discover also took first place in the "Best New Mobile Customer Strategy" category. Discover received an honorable mention for "Best Contact Center Learning, Development and Recognition Program." Discover is the only company recognized in three award categories.
"Discover has always been deeply customer-focused, and we're very pleased to again receive independent recognition of the quality of our service," said Mark Scarborough, senior vice president of customer service and engagement. "It's an honor to receive this recognition, and we are very proud of our people and their focus on building rewarding relationships by providing a great customer experience with each interaction."
Discover placed first in the "Best Performance Acting on the Voice of the Customer and Voice of the Social Customer" category, which is awarded to the company that best leverages social media to create business advocates and to translate feedback into action.
The "Best New Mobile Customer Strategy" award recognizes the company that meets the growing demand for customer care solutions on smartphones and tablets, builds and maintains customer loyalty and satisfaction through mobile service, and demonstrates strategic handling of call center inquiries through mobile customer self-service.
Discover was also recognized for its recruiting, development, management and training of call center employees with an honorable mention in the "Best Contact Center Learning, Development and Recognition Program" category.
IQPC winners were selected by a panel of call center experts and honored at the Annual Call Center Week conference awards ceremony in June.
Discover Financial Services (NYS: DFS) is a direct banking and payment services company with one of the most recognized brands in U.S. financial services. Since its inception in 1986, the company has become one of the largest card issuers in the United States. The company operates the Discover card, America's cash rewards pioneer, and offers home loans, private student loans, personal loans, online savings accounts, certificates of deposit and money market accounts through its direct banking business. Its payment businesses consist of Discover Network, with millions of merchant and cash access locations; PULSE, one of the nation's leading ATM/debit networks; and Diners Club International, a global payments network with acceptance in more than 185 countries and territories. For more information, visit www.discoverfinancial.com.
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