J.D. Power lauds Apx
By Martha Entwistle
Updated Mon September 1, 2008
PROVO, Utah--Apx Alarm Security Solutions on August 2 was recognized by J.D. Power and Associates for “Outstanding Customer Service Experience†at its call center.
Apx chief operating officer Alex Dunn said there are 75,000 call centers-in a number of different industries-in North America, and Apx is only the 38th to receive this honor. In addition, “we are only the second call center in the residential security space to receive this recognition,†he said. (The other is Brink’s Home Security.)
As a relative newcomer to the security industry, Dunn said this distinction is important. “It’s outside verification by an independent third party of the fact that we really do focus on providing premier customer service.â€Â
The call center handles nearly 1.5 million calls, faxes and emails from customers annually. J.D. Power conducted an extensive audit of its recruiting, training, employee incentives, quality assurance. It also surveyed Apx customers.
Dunn expects the number of accounts sold to reach between 185,000 and 190,000 for 2008. “We’re the most proud and happy that 185,000 more families are being protected. That’s the service we provide every day as a security company, saving lives and protecting homes,†he said.
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