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Pershing Wins DALBAR Recognition For Excellence Award In Call Center Service

JERSEY CITY, N.J., Aug. 6, 2013 /PRNewswire/ -- Pershing LLC, a BNY Mellon company, has been awarded the DALBAR Recognition for Excellence Award in call center service, the gold standard for service quality within the financial services industry. Pershing received the Recognition for Excellence Award after it exceeded the criteria for DALBAR's call service excellence standards. DALBAR is an independent company with 30 years of experience evaluating, auditing and rating business practices.

Pershing recently added a number of enhanced tools, including text and voice analytics, to improve client service. These technologies analyze client interactions and help the Pershing team to more effectively diagnose customer attitudes and intentions. In addition, Pershing has improved the transparency of client satisfaction and feedback through the introduction of quality scorecards, which allows clients and associates to more easily share information about their service experiences.

"Delivering outstanding customer service is a core component of our business and is consistent with BNY Mellon's priorities to focus on service excellence, so we are delighted that our efforts have been recognized with the DALBAR Recognition for Excellence Award," said Julie Kousen, director of Pershing's Quality Management Office. "We continually adopt new practices and technologies to enhance the client service we deliver." 

DALBAR's evaluation was based on an analysis of Pershing's call centers and ratings were determined based on performance in four key service areas: Attitude, Accommodation, Expertise, and Call Interrupts. Over the course of the evaluation, Pershing exceeded DALBAR's program criteria for call center service, which was also benchmarked against other award winners in the financial services industry.

"The Recognition for Excellence Program offers companies the opportunity to differentiate themselves from their industry peers," said Kathleen Whalen, managing director of DALBAR. "During the evaluation, we provided Pershing with actionable recommendations, which they began incorporating immediately into their daily service practices. These efforts, in addition to the comprehensive programs they have in place, clearly demonstrate Pershing's focus on service and their drive for customer satisfaction."

Winning the DALBAR Recognition for Excellence Award is the latest in a series of customer service recognitions for Pershing. Earlier this year, Pershing won the Best of the Best International Service Excellence Award for 2012 from the Customer Service Institute of America (CSIA). Pershing became eligible for this award following its CSIA Gold Class certification last year— which saw Pershing receive the highest score the CSIA has ever awarded to an organization. Additionally, Pershing became the first financial services firm in the U.S. to be certified by the International Customer Service Standard in 2010 and received recertification in 2011. At this time it was also awarded the International Service Excellence Award in the Large Business Category by the CSIA.

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