Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience 

COSTA MESA, Calif.:  17 Nov. 2016 — Guardian’s Retirement Contact Center has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM

The Certified Contact Center Program distinction acknowledges a strong commitment by Guardian’s Retirement contact center operations 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 Guardian’s retirement customers who recently contacted the company’s contact center in Bethlehem, Pa.

“Congratulations to Guardian’s retirement contact center team for earning certification for a sixth consecutive year, showing a significant and sustained commitment to their customers,” said Mark Miller, contact center practice leader, J.D. Power. “Though all of our certified organizations deliver an outstanding experience, our research shows that Guardian’s retirement contact center team particularly excels in six attributes: ease of navigating the phone menu prompts; timeliness of resolution; promptness in speaking to a person; courtesy; concern; and knowledge of the representative. These results exemplify Guardian’s continuing commitment to providing an outstanding customer experience.”

“Customer service excellence is one of the critical competitive advantages in business. At Guardian, we understand that and want our clients to see us as a trusted partner. We believe that the key to exceptional customer service requires us to build relationships with customers and cultivate those relationships to create meaningful interactions going forward. We then focus on taking those learnings to deepen customer understanding, improve our process and inform future developments. We are committed to providing exceptional service, and earning this distinction from the J.D. Power Certified Contact Center Program for the sixth consecutive year epitomizes our efforts,” stated Kim Delaney, vice president of client engagement at Guardian

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’s operations 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]

Ana Sandoval; The Guardian Life Insurance Company of America; New York, N.Y.; (212) 919-8551; [email protected]

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Media Contacts:

Geno Effler

Costa Mesa, California

(714) 621-6224