WESTLAKE VILLAGE, Calif.: 5 February 2015— The Hartford’s small business insurance contact center operations has been recognized for customer service excellence with its live phone channel for a third consecutive year under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by The Hartford’s Small Business contact center operations to provide “An Outstanding Customer Service Experience.”
To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting, training, employee incentives, management roles and responsibilities and quality assurance capabilities. As part of its evaluation, J.D. Power conducted a random survey of The Hartford’s customers who recently contacted its contact centers in Charlotte, N.C.; New Hartford, N.Y.; and San Antonio, Tex.
“We are very pleased to recognize and congratulate The Hartford’s Small Business team for providing an ‘Outstanding Customer Service Experience’ in earning certification for three consecutive years,” said Mark Miller, senior director at J.D. Power.
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. In addition to the above evaluation criteria, experiences with the automated phone system are evaluated based on the clarity of the information provided, ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.
“We are honored to earn the J.D. Power certification for our small business call centers for the third consecutive year,” said Stephanie Bush, senior vice president of Small Commercial insurance at The Hartford. “Together with our agents, we serve the insurance and protection needs of more than one million small business owners. This certification reinforces The Hartford’s commitment to help small business owners prevail when the unexpected happens.”
Launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Contact Center Program—formerly called the Certified Call Center Program—certifies the live phone channel; the IVR self-service channel; and the Web self-service channel.
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com
Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; [email protected]
Debora Raymond; The Hartford; 860-547-4611; [email protected]
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