COSTA MESA, Calif.: 26 Sept. 2016 — The J.D. Power Certified Contact Center ProgramSM has recognized MetLife Retirement & Income Solutions for contact center operation customer satisfaction excellence in the live phone channel delivered by the Customer Solutions Center.
The Certified Contact Center Program distinction acknowledges a strong commitment by MetLife Retirement & Income Solutions to provide “An Outstanding Customer Service Experience.”
- To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
- As part of its evaluation, J.D. Power conducted a random survey of MetLife customers who recently contacted the company’s contact center in Warwick, R.I.
“Congratulations to the Customer Solutions Center that supports MetLife Retirement & Income Solutions for earning Certified Contact Center status,” said Mark Miller, contact center practice leader at J.D. Power. “Though all certified organizations are outstanding in their own right, according to our research, MetLife customers provided particularly high satisfaction ratings for the concern demonstrated by the representatives they talked with.”
“At MetLife, our focus on customer centricity drives how we do business. As a result, we have dedicated significant resources to ensure our customers receive a superior service experience,” said Robin Lenna, executive vice president and head of Retirement & Income Solutions, MetLife. “This recognition is the product of our dedication and underscores the commitment to our customers demonstrated by our call centers supporting our U.S. Pensions, Institutional Income Annuities and Structured Settlements businesses.”
MetLife’s Customer Solutions Center, part of the Global Technology & Operations organization, services millions of customer calls each year across a full spectrum of MetLife products. Dedicated Retirement & Income Solutions specialists provide customer service from MetLife’s call center in Warwick, Rhode Island.
“As a primary point of contact for customers, our service consultants are committed to delivering a differentiated service experience. This recognition demonstrates their success,” said Kristine Poznanski, senior vice president and head of Customer Solutions Center, MetLife. “Ongoing investments in our people and technology enable us to continually enhance the service experience.”
For Certification Status:
- A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
- The research 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.
The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center operation’s in three areas: live phone channel, IVR self-service channel and Web self-service channel.
For more information on the Certified Contact Center Program, please visit http://www.JDPower.com.
Media Relations Contacts
John Tews; J.D. Power; Troy, Mich.; 248-680-6218; [email protected]
Judi Mahaney; MetLife; New York; 212-578-7977; [email protected]
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