J.D. Power recognizes Brink's customer service operations again

IRVING, Texas--Brink's Home Security's customer service call center here received recognition for "customer service excellence" by J.D. Power and Associates in September. Brink's is the first company in the security industry to receive recognition under J.D. Power's Certified Call Center Program, said John Tews, a spokesman for J.D. Power. In place for less than two years, the program is designed to help consumers identify companies with superior customer service. This is the second year Brink's customer service call center has been recognized. Companies apply for certification, which involves customer surveys and a detailed audit of Brink's recruiting, training, employee incentives, and other internal operations. Tews said J.D. Power established a cross-industry benchmark of standards to describe the top 20 percent of call centers. To be recognized, companies must meet this benchmark, Tews said. "Companies that go into the program typically know they have a decent program and they want to see how they measure up," he said. "It's a source of pride for the companies and an opportunity for them to say that they have an outstanding call center program." Brink's Home Security has close to one million customers in 44 states and two provinces in Canada.