SQM Gives Call Center Certification to Jackson
December 15, 2010
By Anshu Shrivastava
, TMCnet Contributor
The Service Quality Measurement Group (SQM) has recognized Jackson National Life Insurance Company (Jackson) as a World Class customer service provider in its latest benchmarking study of North American contact centers.
This is the sixth time that Jackson has received the World Class designation in Call Center customer satisfaction from SQM. Additionally, the company has also earned SQM’s “Highest Customer Satisfaction by Industry” award for the sixth time. Company officials said that they have the highest rate of customer satisfaction in the financial services industry.
Jackson National Life Insurance Company is a provider of variable, fixed and fixed index annuities. The company also offers life insurance and institutional products. “Our ability to maintain such a high level of customer satisfaction speaks volumes about the dedicated individuals who represent Jackson in our call center,” said Mike Wells, vice chairman and president at Jackson.
Wells said that supporting customers by providing them with responsive, knowledgeable customer service will continue to be a top priority for Jackson. “We are very pleased to receive this recognition from SQM for the sixth time, and I congratulate our entire service department on an outstanding accomplishment.”
A company can achieve Call Center World Class status when 75 percent or higher of the calls are at the world class level for six months or more. SQM’s world class call criteria include customer’s call being resolved, and the customers rating their experience as “very satisfied” -- the highest possible response -- with both a company’s call center and the telephone service representative who took the call.
This year, Jackson received the highest rating from 86 percent of the survey’s participants. Moreover, the company’s service representatives were able to resolve 83 percent of issues in one call. Company officials said that this is “significantly” higher than the average financial services company’s 72-percent resolution rate.
Annually, SQM benchmarks over 450 North American contact centers, resulting in one of the largest customer survey databases. Since 1996, SQM has evaluated customer satisfaction for the contact center industry. Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Juliana Kenny