Since 1912, Boston-based Liberty Mutual Insurance has been helping people “live safer, more secure lives" and its service call centers have been recognized for customer service excellence under the J.D. Power and Associates Certified Call Center Program.
"This prestigious honor demonstrates that 'customer service excellence' is more than a Liberty Mutual business goal, it's a daily operational reality," said Tim Sweeney, president Personal Markets at Liberty Mutual Insurance, in a press release.
Companies' call centers that have distinguished themselves under the program are stated to be process-oriented, professionally managed and highly focused on providing high levels of customer satisfaction. The program acts as an incentive to continue to improve customer satisfaction and provide superior service.
Only a select few property and casualty insurers have had their call centers certified for 'excellent customer service', hence Liberty Mutual believes that the recognition is a feather in its cap.
In order to receive the certification, Liberty Mutual had to pass a detailed audit of all aspects of its functionalities. In addition, J.D. Power and Associates also conducted a random survey of callers that recently contacted Liberty Mutual call centers. The insurance company received high scores in all aspects and in overall service.
Liberty Mutual, the third largest property and casualty and the nation's eighth-largest provider of auto and home insurance attributes its success to the commitment shown by its call center professionals toward customer satisfaction.
Nearly 1,300 employees in more than 350 local offices in the U.S. handle more than 12.6 million calls from auto and home insurance customers countrywide each year.
In related news, a national survey of nearly a thousand benefits brokers showed Liberty Mutual's Group Benefits operation was perceived as significantly better than the industry in 16 of 17 key attributes. In addition, Liberty Mutual scored significantly higher than the industry in the level of confidence brokers had with individual carriers.
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Mini Swamy is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Stefanie Mosca