|Caremark Customer Care Centers Recognized for Customer Satisfaction Excellence By J.D. Power and Associates Certified Call Center Program(SM)|
|WOONSOCKET, R.I., Jan 23, 2008 /PRNewswire-FirstCall via COMTEX News Network/ -- CVS Caremark
(NYSE: CVS) announced today that its Caremark Customer Care Centers have again
been recognized for customer satisfaction excellence by J.D. Power and
Associates Certified Call Center Program(SM). This distinction, which the
Company has held since 2006, acknowledges Caremark's call center operations as
providing "An Outstanding Customer Service Experience."
"We are delighted that J.D. Power and Associates has again certified the Caremark Customer Care Centers for customer service excellence and recognized the extraordinary dedication of our customer care teams in serving our clients and plan participants," said Howard McLure, President of Caremark Pharmacy Services. "It is a testament to Caremark's strong commitment to providing the highest level of service and I want to personally thank our customer care teams and all of our colleagues companywide who support them."
In order to qualify for certification, a call center must perform within the top 20th percentile of all centers evaluated nationwide, based on benchmarks established by J.D. Power and Associates for courtesy; knowledge, concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative and timely resolution of issues. Call centers must also successfully pass 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 conducted a random survey of Caremark's customers who recently contacted its call centers.
Caremark Customer Care Centers in Arizona, Missouri, Tennessee and Texas are included in this certification. In 2009, Caremark will submit a former CVS PharmaCare call center location in Pennsylvania for corporate certification for the first time.
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls. For J.D. Power and Associates Certified Call Center Program(SM) information, visit www.jdpower.com.
About CVS Caremark
CVS Caremark is the largest provider of prescriptions and related health care services in the nation. The Company fills or manages more than 1 billion prescriptions annually. Through its unmatched breadth of service offerings, CVS Caremark is transforming the delivery of health care services in the U.S. The Company is uniquely positioned to effectively manage costs and improve health care outcomes through its 6,200 CVS/pharmacy stores; its pharmacy benefit management, mail order and specialty pharmacy division, Caremark Pharmacy Services; its retail-based health clinic subsidiary, MinuteClinic; and its online pharmacy, CVS.com. General information about CVS Caremark is available through the Investor Relations portion of the Company's website, at http://investor.cvs.com, as well as through the pressroom portion of the Company's website, at www.cvs.com/pressroom.
Investor Contact: Media Contact: Nancy Christal Eileen Howard Dunn Senior Vice President Senior Vice President Investor Relations Corporate Communications (914) 722-4704 (401) 770-4561
SOURCE CVS Caremark