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Caremark Call Center Operation Recognized For Customer Satisfaction Excellence By J.D. Power and Associates

Posted on: Tuesday, 26 September 2006, 15:01 CDT

Caremark Rx, Inc., a leading pharmaceutical services company, today

announced it has been recognized for call center operation customer

satisfaction excellence under the J.D. Power and Associates Certified

Call Center ProgramSM. Caremark is the first

pharmacy benefit manager to be certified under the program.

The Caremark call center operation handles approximately 50 million

calls annually from participants in prescription benefit plans, and from

clients, physicians' offices and pharmacies

nationwide. Caremark operates centers in Tennessee, Texas, Missouri,

Arizona and California.

To receive the certification, Caremark passed a detailed audit of its

recruiting, training, employee incentives, management roles and

responsibilities, and quality assurance capabilities. J.D. Power and

Associates also conducted a random survey of callers who recently

contacted the Caremark call centers. A call center must perform within

the top 20 percent of customer service, based on J.D. Power and

Associates' cross-industry customer

satisfaction research.

"The prestigious J.D. Power and Associates

certification is an independent validation of our focus on the customer,"

said Mac Crawford, Caremark Chairman, President and Chief Executive

Officer. "We are proud of this honor, which we

view as both a milestone and a baseline for our commitment to continuous

improvement."

The Call Center Certification Program was launched in 2004 by J.D. Power

and Associates to evaluate overall customer satisfaction and help call

centers in various industries increase their efficiency and

effectiveness by establishing best practices for handling service calls.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is

an ISO 9001-registered global marketing information services firm

operating in key business sectors including market research,

forecasting, consulting, training and customer satisfaction. The firm's

quality and satisfaction measurements are based on responses from

millions of consumers annually. J.D. Power and Associates is a business

unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global

information services provider meeting worldwide needs in the financial

services, education and business information markets through leading

brands such as Standard & Poor's,

McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The

Corporation has more than 290 offices in 38 countries. Sales in 2005

were $6.0 billion. Additional information is available at http://www.mcgraw-hill.com.

About Caremark Rx, Inc.

Caremark Rx, Inc. is a leading pharmaceutical services company,

providing through its affiliates comprehensive drug benefit services to

health plan sponsors and their plan participants throughout the U.S. The

company's clients include corporate health

plans, managed care organizations, insurance companies, unions,

government agencies and other funded benefit plans. In addition,

Caremark is a national provider of drug benefits to eligible

beneficiaries under the Medicare Part D program. The company operates a

national retail pharmacy network with over 60,000 participating

pharmacies, seven mail service pharmacies, the industry's

only FDA-regulated repackaging plant and 21 licensed specialty

pharmacies for delivery of advanced medications to individuals with

chronic or genetic diseases and disorders.

Additional information about Caremark is available at www.caremarkrx.com

or in the company's Forms 10-K, 10-Q and

other SEC filings.

Source: Business Wire

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