WESTLAKE VILLAGE, Calif.: 28 October 2013 — Guardian Retirement Solutions, a unit of The Guardian Insurance & Annuity Company, Inc., has been recognized for call center operation customer satisfaction excellence for a third consecutive year under the J.D. Power Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment by Guardian Retirement's service call center operations to provide "An Outstanding Customer Service Experience."
To become certified, the call 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 call center in Bethlehem, PA.
"In achieving certification for the third consecutive year, Guardian Retirement Solutions has demonstrated its commitment to delivering outstanding service to its financial benefit plan customers contacting its call center," said Mark Miller, senior director at J.D. Power. "Among their many strengths are their customer service representatives, who perform particularly well in resolving problems, questions or requests in a timely manner, being courteous and demonstrating knowledge."
For certification status, a call 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.
"Superior customer service is key to success in the retirement marketplace. Achieving the J.D. Power Call Center Certification for the third consecutive year underscores Guardian's commitment to being the go-to 401(k) provider in the micro-small plan market, as well as the carrier of choice for our annuity business, presenting our clients with exceptional service that consistently exceeds their expectations," said Kim Flemm, vice president and head of operations, Guardian Retirement Solutions.
The Certified Call Center Program was launched by J.D. Power in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
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.
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