WESTLAKE VILLAGE, Calif.: 25 August 2015 — 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 fifth 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.
“Congratulations to the entire team at Guardian Retirement Solutions for delivering outstanding customer service to their customers contacting its call center, and for earning their fifth consecutive certification,” said Mark Miller, contact center practice leader at J.D. Power. “The customer experience in getting to a representative through the IVR is outstanding. Consistent with previous years, Guardian performs very well in resolving problems, questions or requests in a timely manner; being courteous; demonstrating knowledge; and showing concern.”
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.
“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,” said Kimberly Delaney, second vice president and head of operations for Guardian Retirement Solutions. “In short, we focus on doing the right thing for our customers, and earning J.D. Power’s certification for our live phone channel contact center operations for a fifth consecutive year highlights 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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Ana Sandoval; Guardian Life Insurance Company of America; 212-919-8551; Ana_Sandoval@glic.com
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