J.D. Power and Associates Recognizes Liberty Mutual Direct Sales Call Centers for Customer Service Excellence |
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By: Liberty Mutual Posted: 2008-05-20 07:54:05 |
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Liberty Mutual, the nation's eighth-largest provider of auto and home insurance, has again been recognized for call center operation customer service excellence under the J.D. Power and Associates Certified Call Center Program(SM). Liberty Mutual is one of a select few property and casualty insurers to be certified for providing "An Outstanding Customer Service Experience" under the program.
"Our call center sales counselors are an important ingredient to ensure that a customer's first experience with us becomes a lasting relationship," said Paul Condrin, Liberty Mutual president, Personal Markets. "Insurance consumers have come to expect a courteous, knowledgeable and helpful interaction every time they call or visit a Liberty Mutual office, and our call center professionals are living up to that responsibility by delighting customers every day." To receive the certification, Liberty Mutual's two direct sales call centers in Orlando (Heathrow), Fla., and Phoenix passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. J.D. Power and Associates also conducted a random survey of callers who recently contacted the Liberty Mutual call centers. Call centers must perform within the top 20 percent of customer service, based on J.D. Power and Associates' cross-industry customer satisfaction research. Among the results, customers gave Liberty Mutual high scores for sales counselors' courtesy, knowledge, concern for the customer, and useful information; as well as for convenient operating hours, ease of reaching a representative, and timely resolution. Liberty Mutual's four customer service call centers in Phoenix, Tampa, Fla., Mishawaka, Ind., and New Castle, Pa., received similar certification under the J.D. Power and Associates Certified Call Center Program in 2007. For information about the J.D. Power and Associates Certified Call Center Program(SM), visit http://www.jdpower.com. About Liberty Mutual Group "Helping people live safer, more secure lives" since 1912, Boston-based Liberty Mutual Group (http://www.libertymutualgroup.com) is a diversified global insurer and sixth-largest property and casualty insurer in the U.S. based on 2007 direct written premium. Liberty Mutual ranks 94th on the Fortune 500 list of largest U.S. corporations, based on 2007 revenue. Liberty Mutual Group has over 41,000 employees located in more than 900 offices throughout the world. The eighth-largest auto and home insurer in the U.S., Liberty Mutual (http://www.libertymutual.com) sells full lines of coverage for automobile, homeowners, valuable possessions, personal liability, and individual life insurance. The company is an industry leader in group sponsored voluntary auto and homeowners insurance programs, offering personal lines insurance through payroll deduction and direct billing to employees and members of more than 10,000 companies, credit unions, professional associations and alumni groups. |
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