1. Bank of America Merrill Lynch Corporate and Commercial Contact Centers Certified by J.D. Power
Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience
For a 7th Consecutive Year
WESTLAKE VILLAGE, Calif.: 23 June 2016 — Bank of America Merrill Lynch Corporate and Commercial
Banking has been recognized for contact center operation customer satisfaction excellence in the live
phone channel for a seventh consecutive year under the J.D. Power Certified Contact Center Program.SM
For more information on the Certified Contact Center Program, please visit http://www.JDPower.com.
The Certified Contact Center Program distinction acknowledges a strong commitment by the Bank of
America Merrill Lynch Corporate and Commercial Banking contact center operations to provide “An
Outstanding Customer Service Experience.”
 To become certified, the contact centers successfully passed an evaluation of dozens of best
practices that encompass their integration of Voice of the Customer and Voice of the Employee
insights into their business operations.
 As part of its evaluation, J.D. Power conducted a random survey of Bank of America Merrill Lynch
Corporate and Commercial Banking customers who recently contacted the company’s contact
centers in Brea, Calif.; Jacksonville, Fla.; Charlotte, N.C.; and Norfolk, Va.
“Congratulations to the Bank of America Merrill Lynch Corporate and Commercial Banking contact centers
for earning certification for the seventh consecutive year, an achievement that demonstrates their
commitment to the customer’s experience,” said Mark Miller, contact center leader at J.D. Power. “Our
research shows that Bank of America Merrill Lynch Corporate and Commercial Banking customers are
particularly pleased with the interactive voice response (IVR) interaction prior to getting to a
representative and with each aspect of the customer experience we measured once reaching the
representative.”
“Providing a world-class client experience is the foundation of building deep, long-standing client
relationships,” said Alastair Borthwick, head of Global Commercial Banking at Bank of America
Merrill Lynch. “Our goal is to continue to improve customer service every year and to innovate
consistently to address our clients’ changing needs.”
“We’re proud to be recognized by J.D. Power for the seventh consecutive year. This is truly a great
accomplishment that demonstrates our unwavering commitment to delivering exceptional service
to our clients,” said Paul Simpson, head of Global Banking and Markets Operations at Bank of
America Merrill Lynch. “Our employees regularly participate in training sessions that focus on
learning about best practices and additional opportunities to further improve our interactions with
clients. The training extends beyond our contact center employees because we believe that every
employee owns the client experience.”

2. For Certification Status:
 A contact center must also perform within the top 20% of customer service scores, which are based
on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
 The research criteria include the customer service representative’s courtesy, knowledge and
concern for the customer; promptness in speaking to a person; and timely resolution of the
problem or request.
 The experience with the automated phone system is evaluated based on the clarity of the
information provided; ease of navigating the phone menu prompts; and ease of understanding the
phone menu instructions.
Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and
to help organizations in various industries increase their efficiency and effectiveness by establishing and
continually updating leading practices for handling service calls, the Certified Call Center Program is now
called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service
channel and the Web self-service channel.
Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; media.relations@jdpa.com
Jumana Bauwens; Bank of America; Charlotte, N.C.; 800-796-8448; jumana.bauwens@bankofamerica.com
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