Outbound Call Center Featured Article

21st Century Insurance Call Center Singled out for 'Outstanding Customer Service'

By Mini Swamy
TMCnet Contributor

The Call Center Certification Program was launched by J.D. Power and Associates in 2004 with the aim of helping call centers in various industries to increase their efficiency and effectiveness by improving the way service calls were handled.

For the fifth consecutive year, J.D. Power and Associates, under its call Center Certification Program, has recognized 21st Century Insurance for providing "An Outstanding Customer Service Experience."

In a press release, Karen Alejnikov, senior vice president of operations for 21st Century Insurance, declared that delivering an outstanding customer service experience was an everyday affair for the company and the fifth consecutive certification from J.D. Power and Associates demonstrated its commitment to provide individual attention and assistance to every customer.

To become certified, a detailed audit of more than 100 practices that fall within the purview of a call center's customer satisfaction measurement and analysis strategies was conducted, all of which 21st Century Insurance passed with flying colors.

J.D. Power also conducted a random survey of 21st Century Insurance customers that contacted its call centers, located in Wilmington, Del.; Vestal, N.Y.; Lewisville, Texas; Lake Mary, Fla.; and Phoenix, Arizona.

In addition, Certification also required 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 and included the ability to handle situations, identify problems, provide solutions, express empathy with the customer, show courtesy and patience, and display skill and knowledge while answering queries.

Mark Miller, senior director of the global contact center practice at J.D. Power and Associates said that call center representatives received notable high ratings for their courtesy and knowledge, and in achieving the certification for the fifth consecutive year, 21st Century Insurance had demonstrated its commitment to provide customers with an outstanding customer experience.

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions.