New York–(BUSINESS WIRE)–June 28, 2005–Global domain name registration and web business services provider, Register.com (Nasdaq: RCOM) has announced that J.D. Power and Associates has certified Register.com’s customer support facility as a J.D. Power and Associates Certified Call Center, making Register.com the first online services company, and one of a select group worldwide, to be recognized for providing customers with ”an outstanding customer experience.” The certification is the latest in a series of recent industry accolades highlighting the outstanding level of service and satisfaction Register.com provides to its customer base.
”The entire Register.com team is dedicated to understanding our customers’ needs and making customer satisfaction a priority,” said Alan Kipust, senior vice president of operations, Register.com. ”Receiving the J.D. Power and Associates certification is testament to the level of handholding and value we bring to our customer interactions.”
The J.D. Power and Associates certification illustrates how Register.com’s outstanding customer service, underscored by its ”Handholding Included” motto, distinguishes the company from other service providers. ”Unlike many other Internet businesses that don’t offer many customer touch points and require customers to pay for phone calls, we consider this an essential part of our business and provide our customers with a toll-free number to call us whenever they need assistance. Small business owners with limited time and resources just want to pick up the phone and get the job done. They’re working 24/7, 365 days a year, and so are we. We help our customers focus on what’s really important to them – growing their businesses – giving every customer the time and attention they really need. It’s what the Register.com brand is all about. We invite you to call 1-888-REGISTER (1-888-734-4783) and experience the Register.com difference,” continued Kipust.
In an era where many customer support functions are automated and getting a live person on the phone to assist you is often the exception, in 2004 the Register.com call center handled more than 1.2 million telephone, e-mail, and fax inquiries. Seventy percent of calls were answered in 50 seconds or less and 85 percent of issues were resolved during the first phone call. Only two percent of calls were referred beyond the initial Web Services Consultant who answered the phone.
As a result of the team’s outstanding performance, Register.com Web Services Consultants have received accolades from hundreds of customers for consistently satisfying their needs. Going above and beyond call of duty is standard operating procedure at the Register.com call center. ”Register.com’s customer service is nothing short of outstanding,” said Brian Austin, small business owner and partner of ATM One. ”As a small business owner and entrepreneur, time is a rare and appreciated luxury. With Register.com as my service provider, my calls are fielded quickly by knowledgeable representatives with the answers I need. I never imagined that getting a Web site up and running would be such a simple and enjoyable process but Register.com makes certain it is. With their help, I’ve been able to establish and grow my business online.”
Prior to certification the call center facility successfully passed a detailed audit conducted by J.D. Power and Associates of Register.com’s recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. J.D. Power and Associates also conducted a random survey of Register.com customers who had recently contacted its call center. For certification status, a call center must perform within the top 20 percent of customer service, based on J.D. Power and Associates’ cross-industry customer satisfaction research.
The evaluation criteria used during the survey included: courtesy of the customer service representative (CSR); knowledge of the CSR; the CSR’s concern for the customer questions and/or problem; usefulness of the information provided; convenience of customer service operating hours; ease of getting through to a CSR; and the timely resolution of the customer’s problem, question or request. Certification is valid for one year.
Only a small number of call centers worldwide have applied for and received J.D. Power Call Center Certification. 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.
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction and help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
Register.com, Inc. (www.register.com) is a leading provider of global domain name registration and Internet services for businesses and consumers that wish to have a unique address and branded identity on the Internet. With approximately 3 million domain names under management, Register.com has built a brand based on quality domain name management services for small and medium sized businesses, large corporations, as well as ISPs, telcos and other online businesses. The company was founded in 1994 and is based in New York.
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, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.