CIGNA HealthCare Honored by J.D. Power and Associates for Outstanding Customer Service
October 13, 2010
By Anuradha Shukla
, TMCnet Contributor
For the third year running, CIGNA HealthCare has been recognized by the J.D. Power and Associates Certified Call Center Program for the ability of CIGNA HealthCare’s call center operations to provide An Outstanding Customer Service Experience.
To gain this certification, call center operators must successfully pass detailed audits of such key areas as recruitment, training, quality assurance capacity, management role and responsibility, and employee incentives. The performance of call centers also needs to fall within the top 20 percent of customer service scores, based on benchmarks established by customer satisfaction research. Key criteria utilized include customer concern, courtesy, usefulness of provided information, timely resolution of complaints and issues, and ease of access to representatives. In addition, J.D. Power and Associates also conducts random surveys of clients.
J.D. Power and Associates stated that CIGNA HealthCare’s achievement of certification for a third consecutive year proves that the company, which runs several centers of operations and handles more than 12 million emails and calls every year, is truly dedicated to customer satisfaction. J.D. Power and Associates noted that CIGNA HealthCare’s call center representatives were described as particularly knowledgeable, courteous and concerned, and worked to speedily resolve any issues brought to their attention.
Brett Browchuk, senior vice president of CIGNA HealthCare’s service operations organization, said that the ability to comprehend, articulate and elevate individual customers’ needs in order to improve their experience with CIGNA is a core priority. The capacity of J.D. Power and Associates to precisely determine how well CIGNA HealthCare is servicing its clients, said Browchuk, is no less than vital to CIGNA HealthCare’s ability to determine and act upon its clients’ needs.
J.D. Power and Associates introduced its Call Center Certification Program in 2004 in order to help the call center industry boost its effectiveness by determining best practices for managing service calls and to evaluate customer satisfaction with individual call centers. Currently, more than 75,000 call centers exist in North America and approximately 125,000 worldwide, assisting customers with service and product issues and questions across a wide range of industries, from telecommunications to financial services.Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny