Safeco Insurance Claims has been recognized for call center customer satisfaction excellence under the J.D. Power and Associates Call Center Certification Program.
To become certified, Safeco’s claims contact centers 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 Safeco Insurance customers who recently contacted its claims call centers, located in Washington, Colorado, Indiana and Ohio.
“In achieving certification, Safeco Insurance Claims has demonstrated its commitment to deliver high-quality service to customers through the phone channel,” said Mark Miller, senior director of the global contact center practice at J.D. Power and Associates.
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation 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. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
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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