WESTLAKE VILLAGE, Calif.: 1 October 2014 — The Guardian Insurance & Annuity Company, Inc. (GIAC), a wholly owned subsidiary of The Guardian Life Insurance Company of America, has been recognized for contact center operation customer satisfaction excellence with its live phone channel for a fourth consecutive year under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by Guardian Retirement Solutions’ service contact center operations to provide “An Outstanding Customer Service Experience.” Guardian achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service representative (CSR).
To become certified, the contact center 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 Guardian Retirement’s customers who recently contacted its contact center in Bethlehem, PA.
“Guardian Retirement Solutions has demonstrated a strong commitment to delivering outstanding service to its financial benefit plan customers contacting its call center and has achieved certification for a fourth consecutive year,” said Mark Miller, senior director at J.D. Power. “Consistent with last year, their customer service representatives are a notable strength, and they perform particularly well in resolving problems, questions, or requests in a timely manner, while also being courteous, showing concern and demonstrating knowledge.”
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. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided; the ease of navigating the phone menu prompts; and the ease of understanding the phone menu instructions.
“We believe that a key to exceptional customer service is building relationships with customers to serve their needs quickly and professionally. We focus on deepening customer understanding through multi-channel interactions and use each interaction as an opportunity to improve our process,” said Kim Flemm, vice president and head of operations, Guardian Retirement Solutions. “J.D. Power’s recognition of our contact center operations and customer satisfaction for a fourth consecutive year underscores Guardian’s core philosophy of building and growing client relationships.”
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 Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.
A mutual insurer founded in 1860, The Guardian Life Insurance Company of America (Guardian) and its subsidiaries are committed to protecting individuals, business owners and their employees with life, disability income and dental insurance products, and offer funding vehicles for 401(k) plans, annuities and other financial products. Guardian operates one of the largest dental networks in the United States, and protects more than 8 million employees and their families at over 115,000 companies. The company has approximately 5,000 employees in the United States and a network of over 3,200 financial representatives in more than 80 agencies nationwide. For more information about Guardian, please visit www.GuardianLife.com.
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