IBT Solutions Call Center Recognized by J.D. Power and Associates for Providing an Outstanding Customer Service Experience

IBT Solutions, A Nicor Services Company, has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program (SM). This distinction acknowledges a strong commitment to providing "An Outstanding Customer Service Experience.” IBT Solutions is among a select few energy companies in the nation to receive this certification. IBT Solutions handles more than one million inbound transactions each year including calls, e-mails and web transactions. To attain certification, the call center passed a detailed audit of their recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities. As part of its evaluation, J.D. Power and Associates also conducted a random survey of recent call center customers. A call center must perform within the top 20 percent of customer service, based on benchmarks established in J.D. Power and Associates cross-industry customer satisfaction research. The criteria used include evaluation of courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative and timely resolution. "The environment at IBT reflects an equal emphasis on the employee and the customer -- a commitment to their mutual satisfaction," said Barbara Porter, general manager of IBT. "Our philosophy is based on the notion that 'An Outstanding Customer Service Experience' starts with the employee. The J.D. Power and Associates certification is a proud moment in our history, and an independent confirmation that our commitment to employees and customers delivers results for our business partners.” "A quality service experience has been the foundation of our partnerships with utility companies -- and their customers -- across the country,” said Chris Childress, president, Nicor Services, the parent company to IBT. "We have built on this customer service foundation by offering warranty and energy plans that appeal to homeowners, solidifying our partners’ relationship with their customers.” IBT Solutions is owned by Nicor Services, an unregulated subsidiary of Nicor Inc. (NYSE:GAS), and affiliate of Nicor Gas, one of the nation’s largest natural gas distribution companies. IBT markets "Home Solutions,” a proprietary line of customizable home warranty and energy plans that can be co-branded with utility and energy companies to build sustainable earnings and strong customer relationships. IBT also provides customer-facing services, including phone and e-based customer service as well as new mover/connection services. For more information, visit www.ibtsolutionsllc.com.