Nov. 7, 2013
/PRNewswire/ -- The Dreyfus Corporation (Dreyfus), a BNY Mellon company, announced today that its Dreyfus Retail Call Center staff has earned the coveted "Best-In-Class" ranking by National Quality Review (NQR) for the third quarter of 2013. This ranking is for overall call center service performance among the 23 major U.S. financial services companies nationwide that NQR independently evaluates and analyzes. This was the eighth time the Retail Division received this recognition. Dreyfus was also awarded NQR's 5-Star performance rating for the 17
"Dreyfus has been synonymous with best-in-class client service since the firm's inception," said
J. Charles Cardona
, President of The Dreyfus Corporation. "Dreyfus' performance excellence, combined with NQR's continued recognition of these qualities, is a significant contributor to our long-term client loyalty."
During the third quarter, the correspondence staff also exceeded the NQR Benchmark for the overall composite ranking and for each component category. Additionally, the Presidential Correspondence area received a composite ranking of 100%.
NQR Best-In-Class represents the single highest performance for any given service quality measure for a quarter or year. NQR determines Best-In-Class performance by calculating a quarterly or annual score for their 23 contact center clients based on the individual call evaluations made during that period. The ratings of all NQR clients are compared, and the highest score is designated the Best-In-Class performer.
NQR's 5-Star rating for top service quality performance is based on the statistical range of top-quartile quality performance of NQR participants in the prior calendar year. An NQR client achieves 5-Star performance for call center service quality when it attains the 5-Star level for a given 4-quarter period. The 5-Star rating not only reflects outstanding service performance, but also recognizes service organizations that have been able to sustain that high level of quality over the long term.