Westlake Village, Calif.-based 21st Century Insurance has been recognized for call center operation customer satisfaction excellence for a fifth consecutive year under the J.D. Power and Associates Call Center Certification Program. The Call Center Certification Program distinction acknowledges a strong commitment by 21st Century Insurance’s call center operations to provide “An Outstanding Customer Service Experience.”
To become certified, 21st Century Insurance’s call center operations successfully passed a detailed audit of more than 100 practices that encompass the call center’s customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates also conducted a random survey of 21st Century Insurance customers who recently contacted its call centers, located in Wilmington, Del.; Vestal, N.Y.; Lewisville, Texas; Lake Mary, Fla.; and Phoenix, Ariz.
“In achieving certification for a fifth consecutive year, 21st Century Insurance has demonstrated its commitment to provide customers with an outstanding customer experience,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates. “Call center representatives receive notable high ratings for their courtesy and knowledge.”
Certification also requires a call center to achieve a top 20 percent service score ranking, based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include customer service representative courtesy, knowledge and customer concern, promptness in answering a call and timely resolution of a problem or request.
“On a daily basis, our service team exemplifies what it means to deliver an outstanding customer service experience,” said Karen Alejnikov, senior vice president of operations for 21st Century Insurance. “This fifth consecutive certification from J.D. Power and Associates demonstrates our commitment to provide each and every customer individualized attention and assistance.”
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 and continually updating leading practices for handling service calls.
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