Discover recently earned kudos for acting on customer concerns, both at its call centers and on social media. For the fourth year in a row, the International Quality & Productivity Center gave Discover a Call Center Excellence Award for Best Performance Acting on the Voice of the Customer and Voice of the Social Customer. The awards recognize the rewards credit card issuer's commitment for taking action based on customer feedback.
The company also won first place among companies recognized for strong professional development and recognition programs. Judges cited Discover's ability to build a foundation of professional service and customer focus while responsibly managing program costs.
During the same ceremony, credit reporting agency Experian won the award for Best in Class Call Center with a staff over 200.
Discover spent most of the past year putting its award-winning customer service operation at the center of its marketing strategy. When rolling out the Discover it Card nationwide in early 2013, television ads touted the card's ability to connect customers directly to informed, empowered agents located in the United States. In addition to staffing its physical offices, Discover has instituted virtual staffing programs that provide telecommuting tools for agents who work under remote supervision from call center experts.
Discover's customer-focused culture serves as an opportunity for employees to shine, said Mark Scarborough, senior vice president of customer service and engagement.
"Our focus on developing and recognizing our employees builds the foundation for us to treat our customers how they want to be treated and earn their loyalty," Scarborough said in a written statement.