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Nicor Services' Call Center Recognized for Second Consecutive Year By J.D. Power and Associates for Providing an Outstanding Customer Service Experience

Posted on: Monday, 25 August 2008, 06:01 CDT

For the second consecutive year, Nicor Services' call center 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 our ongoing core commitment to providing "An Outstanding Customer Service Experience." Nicor Services' call center is one of only four energy companies in the nation to earn this certification.

Nicor Services' call center 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 its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.

"Nicor Services' goal is to deliver consistent, exceptional customer service," said Barbara Porter, Vice President Business Development and Customer Service. "This re-certification recognizes our commitment to our energy company partners - to provide outstanding service to their customers, day in and day out."

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 included an 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 J.D. Power and Associates recognition speaks volumes about the talent of our employees and the personal commitment to quality and consistency demonstrated on a daily basis," said Porter.

Nicor Services is an unregulated subsidiary of Nicor Inc. (NYSE: GAS), and affiliate of Nicor Gas, one of the nation's largest natural gas distribution companies. Nicor Services 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. Nicor Services also provides customer-facing services, including phone and e-based customer service as well as new mover/connections services.

Source: Business Wire

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