11 Lessons Learned from 11 Years of Excellence

Alliance Data has achieved the Center of Excellence certification from BenchmarkPortal, making this win our eleventh consecutive honor – more than any other company in the Financial Services/Credit industry.

Over 11 years, our commitment to customer-centricity and philosophy of providing superior customer experience on behalf of our brand partners has taught us many important things about customer service. Here, we’ll enumerate 11 lessons learned over that time.

knowmoresellmore.com Know_SellMore KnowMoreSellMore knowmoresellmore

Create an unmatched customer experience

With 100% customer care calls answered onshore, we are uniquely positioned to create a customized and seamless customer experience supported by associates who have been immersed in the culture of our brand partners.

Commit to collaboration

Our culture of collaboration encourages associates to constantly work in partnership with their peers and leadership. It is important for us to develop our associates because we know many of our leaders are promoted from within the organization.

Listen to our brand partnersThrough our unique retail heritage we have come to understand our brand partners and their customers. It’s our privilege to create positive customer experiences that foster a deeper relationship between the cardmember and the brand.

Understand each customer

Every customer is unique and is treated with individualized care. In 2015, data pulled from our proprietary ‘Voice of The Customer’ call survey showed that 8 in 10 cardmembers were satisfied with their call experience.

Know more

Part of our brand promise is to “Know More” about customers’ wants and needs, and we take that very seriously. Our data-driven insights help us anticipate moments that matter, so we can proactively deliver more personalized experiences and better customer service.

Resolve any issues as quickly as possible

It’s important to resolve any issues on the first call. To do so, we use a proprietary internal surveying process to gauge all care center calls. We identify and directly contact cardmembers to correct errors and retain relationships.

Improve our practices

Every piece of customer data can help us understand areas for improvement. Continuously pursuing better customer experience and evaluating our processes will improve customer satisfaction.

Hire the right people

Our Customer Care associates deliver exceptional one-on-one experiences, which we attribute to the success of understanding how to hire the proper associates. That’s why Alliance Data is a Top Workplace in every location, was named to Fortune 100 Best Workplaces for Women and Millennials, and named to Fortune’s 50 Best Workplaces for Diversity in 2015.

Train associates

The Center of Excellence recertification is a direct reflection of how quickly and efficiently our customer care associates solve problems, answer questions, and deliver on the promises of our brand partners. Our extensive training program provides our associates with the tools and resources to be successful.

Recognize hard work

Our average associate tenure is 3.5 years; average leader tenure is 7 years. We recognize every associate for their contribution to the organization’s success. This has encouraged associates to pursue their dreams with us!

Excel in customer care

Our benchmark for success is excellence - nothing less! We know what it takes to be the best for our brand partners and their customers. We strive to achieve that in everything we do.