Discover has been named by the International Quality & Productivity Center (IQPC) as the winner of two industry-leading 2013 Call Center Excellence Awards: Best Contact Center Learning, Development and Recognition Program and Best Performance Acting on the Voice of the Customer and Voice of the Social Customer.
For the fourth consecutive year, Discover placed first in the category of Best Performance Acting on Voice of the Customer and Voice of the Social Customer, which is awarded to the company that best leverages social media to create business advocates and translate feedback into action.
Discover also was awarded first place in the Best Contact Center Learning, Development and Recognition Program category. This award honors call centers for driving world-class excellence by creating a voice of the customer culture and delivering outstanding customer service while controlling costs and managing complex day-to-day operations.
“Discover has always been deeply customer-focused, and we're very pleased to again receive independent recognition of the quality of our service,” said Mark Scarborough, senior vice president of customer service and engagement. “Building stronger relationships with our customers with every contact is our top priority. 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.”
“Our distinguished panel of judges rated Discover the winner in two categories,” said Lisa Schulman, executive producer of Call Center Week. “This is an incredible accomplishment especially in light of the fact that we received a record-breaking number of applications.”
Discover Financial Services (NYSE: DFS) is a direct banking and payment services company with one of the most recognized brands in U.S. financial services. Since its inception in 1986, the company has become one of the largest card issuers in the United States. The company issues the Discover card, America's cash rewards pioneer, and offers home loans, private student loans, personal loans, home equity loans, checking and savings accounts, certificates of deposit and money market accounts through its direct banking business. It operates the Discover Network, with millions of merchant and cash access locations; PULSE, one of the nation's leading ATM/debit networks; and Diners Club International, a global payments network with acceptance in more than 185 countries and territories. For more information, visit