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Merrill Edge Call Centers Lauded Yet Again for Outstanding Customer Service

January 22, 2013

Merrill Lynch, taken over by the Bank of America (BoA), has become a part of the bank’s global wealth and investment management division. Recently, the call centers of its brokerage, banking and financial advice platform, Merrill Edge, were recognized by J.D. Power and Associates. The Merrill Edge call centers have achieved this distinction for the second time for providing customers with “An Outstanding Customer Service Experience.”

"Achieving this designation for the second year in a row acknowledges the strong commitment Merrill Edge has to providing customers with a positive experience that exceeds their expectations,” said Alok Prasad, head of Merrill Edge, in a statement.

Merrill Edge provides investment guidance at the advisory center or in person at select banking centers. And, for those who prefer to rely on their own investment skills, Merrill Edge provides them with resources to help make good investment decisions.

The evaluation process was very rigorous, but Merrill Edge emerged with flying colors. J.D. Power and Associates conducted a customer satisfaction survey that evaluated the extent to which service reps went to satisfy the customer and the way they handled and resolved problems.

An in-depth review of internal practices assessed all aspects and functionalities of the call centers and this was followed by site visits to each of the centers. In general, customers reported that Merrill Edge service reps displayed courtesy, concern and knowledge.

Prasad promised to continue the good work by continuing to listen to customers, enhancing their experience and delivering outstanding service to them.

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Edited by Amanda Ciccatelli

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