WESTLAKE VILLAGE, Calif.: 20 January 2015 — COUNTRY Financial Auto and Home has been recognized for customer satisfaction excellence with its live phone channel for contact center operations under the J.D. Power Certified Contact Center ProgramSM. The Certified Contact Center Program distinction acknowledges a strong commitment by the COUNTRY Financial Auto and Home 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 COUNTRY Financial Auto and Home customers who recently contacted its contact centers in Bloomington, IL and Alpharetta, GA.
“Congratulations to COUNTRY Financial Auto and Home for earning this very rigorous certification,” said Mark Miller, senior director at J.D. Power. “The distinction is tough to achieve and the COUNTRY Financial Auto and Home customer service team has shown its commitment to its customers through their efforts and J.D. Power is pleased to recognize them.”
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, the experience with the automated phone system is 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 proud to earn this distinctive certification which signifies our commitment to providing the best possible service to our customers,” said Rob McDade, vice president of customer service for COUNTRY Financial. “Earning this certification also shows the importance of having a strong partnership between customer service representatives and our local financial representatives who help individuals and families achieve financial security.”
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 and J.D. Power. The Company has approximately 17,000 employees in 30 countries. Additional information is available at www.mhfi.com.
About COUNTRY Financial
The COUNTRY Financial group serves about one million households and businesses throughout the United States and offers a full range of financial products and services from auto, home and life insurance to retirement planning services, investment management and annuities. For more information, visit www.countryfinancial.com.
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